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Senior Manager, Account Management

3 weeks, 2 days ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
Mitratech

Mitratech

Mitratech specializes in automating processes through innovative solutions and services in compliance, risk management, enterprise HR, and legal operations, empowering organizations to effectively manage risks and scale for future growth.

Professional Services
1K-5K
Founded 1987
$3M raised
View All Jobs 12

Description

  • Lead the Customer Success function and manage global retention teams to meet recurring revenue retention goals.
  • Develop and execute retention strategies that improve customer adoption, expansion, and renewal outcomes.
  • Partner with Product, Compliance, Operations, Sales, and Marketing to deliver customer success programs and client value.
  • Drive continuous improvement of renewal, add-on sales, and services engagement processes.
  • Use retention analytics and performance metrics to inform leadership decisions and identify renewal risk.
  • Serve as the executive escalation point for critical accounts and resolve high-priority customer issues.
  • Integrate Customer Success teams from acquired screening companies.
  • Build customer advocacy through industry events, thought leadership, and customer-facing programs.
  • Coach team leaders and foster accountability, professional growth, and high performance.
  • Communicate customer feedback, integration issues, and compliance updates across the organization.

Requirements

  • Bachelor's degree, preferably in business or a related field.
  • 5–10 years of combined experience in account management and customer success within the background check/screening or consumer reporting industry.
  • Progressive experience leading customer success teams with a demonstrated history of meeting retention objectives.
  • Working knowledge of FCRA requirements, adjudication workflows, and other background screening regulations.
  • Experience building customer success strategy, operations models, and reporting frameworks for screening or compliance-driven services.
  • Experience using key metrics such as TAT, accuracy, adoption, churn, and NPS/CSAT.
  • Strong Excel and Salesforce expertise.
  • Exceptional writing, communication, and presentation skills, including comfort speaking with compliance and legal stakeholders.
  • Ability and willingness to travel up to 50%, including to industry conferences such as PBSA.
  • Preferred: experience integrating Customer Success teams after mergers or acquisitions, working in a PE-backed environment, and with ATS/HRIS integrations.

Benefits

  • 100% remote work anywhere in the US.
  • Anticipated pay range of $100,000 to $110,000 annually USD.
  • Annual bonus eligibility.
  • Health, dental, and vision insurance.
  • 401(k) with employer match.
  • Open PTO, 11 paid holidays, and 4 annual paid global wellness days off.
  • Paid parental leave, STD/LTD, group life insurance, pet insurance, FSA/HSA options, and employee assistance program.
  • Career advancement, professional development, LinkedIn Learning, and employee recognition.

Interested in this position?

Apply directly on the company website

Apply Now

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