Director of Customer Success at Mitratech

Remote USFull-timeRemoteSalesPosted 23 days ago

About the Role

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available. For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries. As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work! Due to business and compliance requirements, this position is open only to candidates residing in United States. Applications from candidates located outside this region will not be reviewed. <h4>Job Summary</h4> Our Director of Customer Success is a strategic leadership role focused on maximizing customer value, retention, and loyalty by overseeing a customer success teams, developing customer-centric strategies, and ensuring alignment between customer needs and business objectives. Key responsibilities include building and leading the CS team, designing scalable programs for customer engagement and onboarding, analyzing customer health and feedback to drive product improvements, collaborating with sales, product, and marketing, and ultimately reducing churn while increasing customer lifetime value and advocacy. Manage a team of customer success managers supporting a portfolio of both named and team based accounts. <h4>Essential Functions of the Position</h4> The essential functions include, but are not limited to the following: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Lead and manage a team with 6-10 direct reports.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Recruit, train, mentor, and manage customer success managers and teams to deliver value. </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Develop and implement customer success strategies, including onboarding, engagement, and retention programs, to achieve key metrics like customer satisfaction, retention, and growth. </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Foster strong customer relationships, turn satisfied clients into advocates, and identify opportunities for upsell and cross-sell to expand business within the customer base. </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Translate strategy into performance requirements, processes, metrics, and technology.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions, process improvements, and product enhancements</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Oversee and optimize the entire customer lifecycle, from onboarding and adoption to long-term engagement and renewal, ensuring customers consistently derive value</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Drive long-term revenue growth and influence future lifetime value through increased product adoption, higher customer satisfaction, reduced churn, and increased customer advocacy</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Perform other duties as assigned.</li> </ul>  Core Competencies <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Strategic Thinking: Ability to develop and execute a long-term vision for customer success and value.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Leadership & Management: Proven ability to lead, motivate, and develop a high-performing team</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Customer-Centric Approach: A deep understanding of customer needs and a passion for delivering positive customer experience</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Analytical Skills: Proficiency in data analysis to track key metrics and make informed decisions</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Communication & Collaboration: Strong skills in collaborating and diverse teams and communicating with senior leadership and clients</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Persuasive Communication & Influencing Others: The ability to plan and deliver oral and written communications that impact and persuade the intended audience(s) as well as the ability to gain others’ support for ideas, proposals, projects, and solutions.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Results Orientation: The ability to focus on the desired outcome, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.</li> </ul> Experience, Skills, Abilities, Education, and Certifications [In addition to the competencies listed above, list relevant skills and abilities required for the position. Include: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Critical Criteria: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">5 to 7 years in a SaaS environment leading a Customer Success Team.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Knowledge of customer service practices.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Technical aptitude and ability to learn software programs.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Analytical and data driven analysis to optimize renewals, churn, upgrades and upsells.</li> </ul> </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Preferred Criteria: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Developing and managing customer success programs at scale through automation</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience in leading both a named portfolio and team-based customer success approach</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience with Customer Relationship Management software such as Salesforce.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience with Tech-CSM solutions such as Gainsight, Totango or others.</li> </ul> </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Skills and abilities: List items including, but not limited to: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Effective communication, presentation and management skills.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Exceptional self-starter skills and ability to manage issues and projects to completion.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Proven leadership, oral/written communication and problem-solving skills.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Ability to explore ways to improve and promote quality, accuracy, and thoroughness.</li> </ul> </li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Education, or equivalent: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience</li> </ul> </li> </ul> </li> </ul> Compensation: Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all the listed requirements. This role can be performed 100% remote anywhere in the US. Fixed salary rate: $160,000 Annually USD + Variable Compensation Plan $30,000 Annually USD Total compensation includes US employee benefits and annual bonus eligibility. Benefits we offer: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Health, Dental & Vision Insurance</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">401 (k) + Employer Match</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Unlimited PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">STD, LTD & Group Life Insurance</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Paid Parental Leave</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Pet Insurance</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">FSA & HSA Options</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Employee Assistance Program</li> </ul> Perks we offer: <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Remote Work</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Career Advancement & Professional Development Opportunities</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Employee Recognition</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">LinkedIn Learning Platform</li> </ul> The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to the volume of qualified applicants. Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: <a href="http://everify.com/" target="_blank">everify.com</a>   <strong style="padding: 0px; margin: 0px; border: 0px; vertical-align: baseline; overflow-wrap: break-word; color: var(--n800); font-style: normal; letter-spacing: normal; text-align: start; word-spacing: 0px; white-space: normal;">We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

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