Sr. Customer Success Manager

We are seeking a highly skilled Senior Customer Success Manager to join our North America Customer Success team at Mitek. In this role, you will manage a portfolio of our most strategic, large-scale accounts, ensuring that these customers fully realize the value of our industry-leading identity verification solutions. As a critical player in the customer journey, you will drive adoption and success, working within complex environments to deliver customized outcomes that align with each customer’s unique business needs.

At Mitek, we prioritize Delivering, Learning, and Caring. Our Customer Success team operates in a collaborative, team-driven environment, working closely with Sales, Professional Services, Product, and other internal stakeholders to support and enhance account success. We seek a candidate who thrives in this aligned account team model and can expertly navigate customer organizations, proactively identifying and addressing opportunities for improvement. You’ll gain a deep understanding of the Identity industry, Mitek’s products, and best practices, all while receiving support from teams across the company.

What You'll Do (Essential Responsibilities):

• Manage strategic accounts: Develop and implement success plans that define clear business outcomes, ensuring alignment and engagement from all stakeholders.
• Collaborate with your account teams: Partner closely with Account Managers, Professional Services, Support, and other internal teams to deliver a seamless customer experience and drive meaningful results.
• Navigate complexity: Understand the nuances of large customer organizations, proactively identifying areas for improvement or opportunities to deliver additional value, and taking decisive action.
• Drive product adoption and business outcomes: Ensure customers leverage Mitek’s products effectively, promoting high adoption and discovering new growth opportunities.
• Foster trusted relationships: Build and maintain long-lasting relationships with key customer stakeholders, from day-to-day contacts to senior executives, acting as their trusted advisor.
• Lead cross-functional collaboration: Collaborate across internal teams to meet customer needs and optimize processes that drive customer success.
• Champion continuous improvement: Identify and lead initiatives to improve processes both within customer environments and across Mitek, enhancing efficiency and outcomes.

What You'll Need (Required Knowledge, Skills & Abilities):

• Bachelor’s degree or equivalent experience.
• At least 7 years of experience in Customer Success, focused on large or strategic accounts, preferably in a SaaS environment.
• Proven ability to map complex customer business processes to product capabilities, creating measurable business value.
• Demonstrated experience in leading change and driving digital transformation in enterprise environments.
• Strong understanding of the SaaS customer lifecycle, engagement strategies, and best practices for managing strategic accounts.
• Excellent communication skills with a strong ability to build and maintain executive-level relationships and influence key stakeholders.
• Highly organized with strong time management skills, capable of managing multiple strategic accounts simultaneously.
• Willingness to travel domestically up to 20%.

Who You Are (Key Attributes):

• A strategic thinker who excels in simplifying and navigating complex customer environments.
• Known for building trust-based relationships and engaging effectively with senior-level executives and large account teams.
• Proactive and self-driven, able to identify and solve problems independently, without waiting for direction.
• Highly collaborative, with a proven track record of working across cross-functional teams to achieve exceptional results.
• Adept at balancing strategic planning with detailed execution, ensuring both big-picture objectives and day-to-day needs are addressed.
• Proven ability to develop, record, analyze, and generate actionable recommendations based on data-driven findings, for both customers and Mitek.
• Motivated by continuous learning and innovation, with a passion for mastering new products and using that knowledge to empower customer success.