Director of Customer Success

Mitratech

About The Position

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. Job Summary 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.

Requirements

5 to 7 years in a SaaS environment leading a Customer Success Team.
Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
Knowledge of customer service practices.
Technical aptitude and ability to learn software programs.
Analytical and data driven analysis to optimize renewals, churn, upgrades and upsells.
Effective communication, presentation and management skills.
Exceptional self-starter skills and ability to manage issues and projects to completion.
Proven leadership, oral/written communication and problem-solving skills.
Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel.
Ability to explore ways to improve and promote quality, accuracy, and thoroughness.
Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience

Nice To Haves

Developing and managing customer success programs at scale through automation
Experience in leading both a named portfolio and team-based customer success approach
Experience with Customer Relationship Management software such as Salesforce.
Experience with Tech-CSM solutions such as Gainsight, Totango or others.

Responsibilities

Lead and manage a team with 6-10 direct reports.
Recruit, train, mentor, and manage customer success managers and teams to deliver value.
Develop and implement customer success strategies, including onboarding, engagement, and retention programs, to achieve key metrics like customer satisfaction, retention, and growth.
Foster strong customer relationships, turn satisfied clients into advocates, and identify opportunities for upsell and cross-sell to expand business within the customer base.
Translate strategy into performance requirements, processes, metrics, and technology.
Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.
Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions, process improvements, and product enhancements
Oversee and optimize the entire customer lifecycle, from onboarding and adoption to long-term engagement and renewal, ensuring customers consistently derive value
Drive long-term revenue growth and influence future lifetime value through increased product adoption, higher customer satisfaction, reduced churn, and increased customer advocacy
Perform other duties as assigned.