Sr. Customer Success Manager
New
M
MitekIdentity Verification/Fraud
United StatesFull-TimeSenior
Salary$130,000 - $155,000 a year
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Job Details
- Experience
- At least 5 years of experience in Customer Success; at least 3 years of hands on experience with identity verification or fraud detection technology
- Required Skills
- TableauRESTful APIsCustomer SuccessSaaSAccount Management
Requirements
- Bachelor’s degree or equivalent experience.
- At least 5 years of experience in Customer Success, focused on enterprise accounts in a SaaS environment.
- At least 3 years of hands-on experience with identity verification or fraud detection technology (e.g., biometric matching, liveness detection).
- Proven ability to map complex customer business processes to product capabilities.
- Demonstrated experience leading change and driving digital transformation in enterprise environments.
- Strong understanding of the SaaS customer lifecycle and strategic account engagement strategies.
- Exceptional communication and executive-influence skills.
- Strong analytical and problem-solving skills to build insights from data.
- Ability to interpret technical documentation and API specs for non-technical stakeholders.
- Willingness to travel domestically up to 25%.
Responsibilities
- Build and execute success plans that define measurable business outcomes for strategic enterprise accounts.
- Monitor customer metrics, model performance, and integration stability to provide strategic recommendations.
- Partner with Account Managers, Professional Services, Support, and Product to deliver a seamless customer experience.
- Facilitate Quarterly Business Reviews (QBRs) to align progress with business goals and shape future strategy.
- Drive adoption of new features by translating technical capabilities into clear customer-facing guidance.
- Navigate complex enterprise challenges and proactively uncover opportunities for account growth.
- Lead high-stakes escalations by partnering with Engineering and Product to resolve technical issues while maintaining customer confidence.
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