Customer Success Manager 1

Mitchell International, Inc. is hiring a Customer Success Manager 1 to help clients maximize their use of Mitchell products and achieve business goals. The role provides post-implementation operational support, manages client issues and transitions, coordinates cross-functional improvements, and supports product adoption and testing.

Responsibilities:

• Responsible for creating loyal customers through a proactive, consultative approach that helps our clients maximize their Mitchell experience in order to achieve their business goals
• Serve as the primary operational support resource for clients following implementation and go-live
• Manage implementation handoffs and support successful client transitions into ongoing operations
• Demonstrates knowledge of the organization’s various products and services
• Educates customers on best practices and encourages successful product adoption
• Maintain account team relationships, transfer leads as appropriate, and foster cross functional collaboration
• Support client growth initiatives, including onboarding new customer populations, employers, and books of business
• Research, analyze, and resolve complex client escalations and operational issues
• Partner with Product and Technology teams to investigate issues, identify enhancements, and support platform improvements
• Create and manage research requests, enhancement requests, operational reviews, ideas, and defect submissions
• Coordinate configuration changes and ensure successful execution across impacted teams
• Support Customer Success Managers in evaluating workflows, operational requirements, and scalable solutions
• Develop client-facing documentation, training materials, process guides, and operational workbooks
• Facilitate stakeholder communication and alignment across multiple departments
• Execute release testing, user acceptance testing (UAT), and validation activities for system enhancements and deployments
• Support sales initiatives through demonstration environments, workflow reviews, and operational consultation
• Manage House Account support activities, reporting, and internal partnerships
• Serve as a key operational resource during State of Emergency events and critical client situations
• Identify process improvement opportunities and work across teams to implement sustainable solutions

Requirements:

• High School Diploma or Equivalent
• Strong critical thinking and analytical problem-solving abilities
• Ability to investigate issues, identify root causes, and develop effective solutions
• Excellent written and verbal communication skills
• Strong client relationship management and presentation capabilities
• Ability to navigate ambiguity and adapt to changing priorities
• Exceptional organizational and project coordination skills
• Strong attention to detail with a focus on accuracy and quality
• Ability to manage multiple priorities and deadlines simultaneously
• Proven ability to build partnerships across cross-functional teams
• Comfortable facilitating discussions with clients, stakeholders, and leadership
• Self-starter with strong ownership and accountability
• Ability to work independently while knowing when to engage partners and escalate concerns
• Process improvement mindset with a focus on operational excellence
• Strong documentation, training, and knowledge management skills
• Demonstrated ability to quickly learn and apply complex business processes, operational workflows, and system functionality
• Strong aptitude for understanding end-to-end operational processes and how systems, teams, and workflows interact to support client outcomes
• Experience researching and resolving operational issues, identifying root causes, and driving effective solutions
• Ability to translate business requirements into practical operational solutions and communicate effectively with technical and non-technical stakeholders
• Experience supporting client operations, account management, implementations, escalations, or cross-functional business initiatives
• Experience with Salesforce, ticketing platforms, case management systems, workflow tools, or similar operational technologies
• Experience partnering with Product, Technology, Operations, and Client Success teams to support business objectives and client success
• Experience conducting testing, validation, quality assurance, or user acceptance testing (UAT) activities
• Experience developing training materials, process documentation, operational procedures, or knowledge management resources
• Healthcare, pharmacy, workers' compensation, insurance, or other highly regulated industry experience preferred
• Demonstrated curiosity, adaptability, and a continuous learning mindset, with the ability to become a subject matter expert in new systems, products, and operational processes