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Sr. Customer Success Manager

3 days, 16 hours ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Tableau
Apply Now
Mitek Systems

Mitek Systems

Mitek Systems develops and provides mobile capture and identity verification software solutions that enable enterprises to securely verify user identities and facilitate transactions through mobile devices, enhancing customer experiences while preventi...

Communications Equipment
251-1K
Founded 1985
View All Jobs 6

Description

  • Manage strategic enterprise accounts by building and executing success plans with measurable business outcomes.
  • Monitor customer metrics, account health, model performance signals, and integration stability to identify risk and growth opportunities.
  • Partner with Account Managers, Professional Services, Support, and Product to deliver a seamless customer experience.
  • Lead Quarterly Business Reviews with executive stakeholders to review progress, demonstrate value, and shape future strategy.
  • Drive adoption of new features and product releases by translating capabilities into clear customer guidance.
  • Foster trusted relationships with senior leaders and key stakeholders across customer organizations.
  • Lead technical and business escalations, partnering with Product and Engineering to drive issues to resolution.
  • Uncover opportunities for additional customer value and support renewal and expansion outcomes.
  • Champion continuous improvement initiatives that strengthen customer processes and internal operations.

Requirements

  • Bachelor’s degree or equivalent experience.
  • At least 5 years of customer success experience focused on enterprise accounts in a SaaS or related customer-facing environment.
  • At least 3 years of hands-on experience with identity verification or fraud detection technology, such as document authentication, biometric matching, liveness detection, or behavioral and velocity-based risk signals.
  • Proven ability to map complex customer business processes to product capabilities and create measurable business value.
  • Demonstrated experience leading change and driving digital transformation in enterprise environments.
  • Strong understanding of the SaaS customer lifecycle, engagement strategies, and strategic account management best practices.
  • Exceptional communication skills with the ability to influence executives, build trusted advisor relationships, and align stakeholders.
  • Strong organizational and time management skills with the ability to manage multiple strategic accounts and escalations.
  • Strong analytical and problem-solving skills with the ability to prioritize using data and build insights to influence stakeholders.
  • Ability to read technical documentation, release notes, or API specs well enough to explain functional changes to non-technical stakeholders.
  • Willingness to travel domestically up to 25%.
  • Experience with Mitek technology or similar fraud detection and IDV analytics platforms is preferred.
  • Working knowledge of Tableau or other BI tools is preferred.
  • Knowledge of Totango or similar Customer Success platforms such as Gainsight or ChurnZero is preferred.
  • Experience with regulatory or compliance frameworks such as KYC, AML, or GDPR is preferred.
  • Experience managing a custom backend or non-standard enterprise integration is preferred.
  • Experience presenting technical findings or incident postmortems to executive stakeholders is preferred.

Benefits

  • Universal, supplemental, and private healthcare plan choices based on country specifics.
  • Retirement or pension plan contributions plus MTK stock plan participation.
  • Life event and disability coverage.
  • Generous annual leave, company holidays, and volunteer time off.
  • E-learning license, tuition reimbursement, and hackathons.
  • Home office setup allowance.
  • Optional pet insurance, identity theft protection, and legal assistance.

Interested in this position?

Apply directly on the company website

Apply Now

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