Senior Customer Success Manager

Mitratech is a company focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. The Senior Customer Success Manager is responsible for managing a portfolio of accounts, driving customer productivity, and ensuring long-term partnership through effective onboarding and retention strategies.

Responsibilities:

• Drive customer engagement, best practices, methodologies, and retention strategies
• Serve as the primary point of contact and strategic liaison for enterprise accounts
• Provide customer training and enablement across the platform and solutions as needed
• Consult with partners and clients to identify goals, success metrics, resources, and timelines
• Set appropriate expectations and advise customers on best practices and adoption strategies
• Own renewals, expansion opportunities, and overall account growth in partnership with cross-functional teams
• Partner with Marketing to develop enablement materials and training resources that drive adoption
• Assist in developing best practices and methodologies for customer engagement and platform utilization
• Leverage internal tools and collaboration to maintain proactive and consistent client communication
• Contribute to go-to-market initiatives that increase adoption of services and solutions
• Track, document, and communicate account information using CRM and customer success platforms
• Provide regular updates on goals, milestones, adoption metrics, and retention indicators
• Support development and delivery of Executive Business Reviews and Success Plans
• Perform other duties as assigned

Requirements:

• 3-years experience in Customer Success, Account Management, or related client-facing experience
• Strong customer service, presentation, and relationship management skills with a solution-oriented mindset
• Exceptional organizational and project management skills
• Ability to develop clear processes and execute effectively
• Self-motivated professional with strong work ethic and ability to manage complex issues
• Ability to identify growth opportunities and strategically expand partnerships
• Outstanding communication and persuasion skills
• Experience presenting to executive stakeholders and large audiences
• Proficiency in Microsoft Office Suite and virtual meeting tools
• Ability to improve processes and promote quality, accuracy, and thoroughness
• Ability to analyze data and communicate insights effectively
• Strong relationship-building skills and commitment to customer success
• Experience with CRM and customer success platforms (preferably Salesforce)
• Bachelor's Degree required