Senior Manager, Account Management

Mitratech

3d•$100,000 - $110,000•Remote

About The Position

Mitratech is a global technology partner for corporate legal and compliance teams, specializing in background screening and consumer reporting. The company seeks professionals who are proactive, collaborative, and committed, with a passion for ownership, transparency, and continuous improvement, dedicated to providing the best client experience. This role requires a strategic business leader with a proven track record of customer growth in the background check/screening industry. The individual will be responsible for developing strategy, driving operational improvements, and translating them across the business. Key functions include leading customer retention by optimizing product adoption and expansion, driving customer retention, and ensuring measurable value delivery to screening clients. Collaboration with other leaders across the organization to develop and execute retention strategies, considering the regulatory and operational realities of the screening industry, is essential.

Requirements

Bachelor's degree, preferably in business or a related field.
5–10 years of combined experience in account management and customer success roles, specifically within the background check/screening or consumer reporting industry.
Progressive experience leading customer success teams with a demonstrated history of meeting retention objectives for screening clients.
Working knowledge of FCRA requirements, adjudication workflows, and other regulatory considerations that affect the background screening client experience.
Experience building a customer success strategy, operations model, and reporting framework specific to screening or compliance-driven services.
Strategic thinker who can also roll up their sleeves and work closely with Product, Compliance, and Operations teams.
Experience designing and using key metrics (TAT, accuracy, adoption, churn, NPS/CSAT) to proactively lead teams and programs.
Highly customer-oriented, with the ability to balance client needs against company objectives and targets.
Strong analytical skills with significant experience in up-sell and churn reduction within the screening/compliance space.
Strong Excel and Salesforce expertise.
Exceptional writing, communication, and presentation skills, including the ability to speak credibly with compliance and legal stakeholders.
Highly effective organizational, project management, and time management skills.
Ability and willingness to travel up to 50%, including to industry conferences (e.g., PBSA).

Nice To Haves

Experience integrating Customer Success teams following mergers or acquisitions of screening companies.
Experience working in a PE-backed environment.
Familiarity with applicant tracking system (ATS) and HRIS integrations common in the screening industry.

Responsibilities

Achieve budgeted quotas for recurring revenue retention within the background screening client base.
Lead the Customer Success function and team, building strong partnerships across Product, Compliance, Operations, and Sales.
Drive continuous improvement of the renewal, add-on sales, and services engagement process, focusing on screening turnaround times (TAT), accuracy rates, and FCRA/compliance changes' impact on client satisfaction and retention.
Partner with leadership to set goals that minimize attrition while maximizing ROI and alignment to company goals.
Ensure client feedback (including feedback on screening product performance, integration issues, and compliance updates) is communicated and leveraged throughout the organization.
Integrate the Customer Success teams of acquired screening companies.
Serve as the executive escalation point for critical accounts.
Meet and/or exceed annual team targets for both retention and new business within the background screening portfolio.
Lead and inspire others, providing positive reinforcement and constructive feedback.
Drive and execute personal, professional, and team growth strategies, guiding a team of leaders in continued leadership skill development.
Proactively manage the performance of global retention teams, prioritizing coaching to build a culture of personal accountability for sales and retention targets tied to screening client outcomes.
Collaborate with operational teams to develop product retention analytics reports (adoption of screening products, TAT trends, dispute/adjudication volumes, renewal risk indicators) to inform leadership decision-making.
Collaborate with cross-functional Mitratech teams to execute on daily customer needs, communicate long-term needs, and advise on future client screening program initiatives.
Work with marketing to build customer advocacy through participation in industry events, thought-leadership content, and other activities.
Collaborate with customer-facing teams to build programs that proactively drive end-user adoption through product-focused meetings, screening industry thought leadership, and workflow optimization efforts.