Senior Customer Success Manager

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🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $130.000 - $155.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Mitek Systems

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1986

🤖 Inteligência Artificial

📋 Conformidade

🔐 Segurança

Artificial Intelligence • Compliance • Security

A Mitek Systems é um fornecedor líder de soluções de verificação de identidade e autenticação biométrica, atendendo a uma ampla gama de indústrias. A empresa se especializa em tecnologias como captura móvel, autenticação biométrica e detecção de fraudes, oferecendo soluções impulsionadas por IA para aprimorar os processos de conformidade, segurança e integração de clientes. A Mitek Systems é renomada por sua tecnologia pioneira de Depósito Móvel e sua autenticação biométrica em 4 dimensões, que inclui detecção de vivacidade facial e de voz. A empresa se concentra em proteger contra fraudes financeiras e garantir a conformidade com os padrões regulatórios, ajudando negócios a construir confiança com os clientes por meio de experiências de usuário seguras e contínuas.

Descrição

• Manage strategic enterprise accounts by building and executing success plans with measurable business outcomes • Monitor customer metrics, account health, model performance signals, and integration stability; provide recommendations to reduce risk and drive growth • Partner with Account Managers, Professional Services, Support, Product, and other teams to deliver a seamless customer experience • Lead executive-level Quarterly Business Reviews and align progress with business outcomes • Drive adoption of new features and product releases by translating capabilities into customer-facing guidance • Anticipate challenges and uncover opportunities within large organizations • Drive customer adoption, renewal, and expansion opportunities • Build and maintain trusted partnerships with senior leaders and key stakeholders • Lead high-stakes technical escalations, partnering with Product and Engineering to identify and resolve issues • Drive continuous-improvement initiatives for customer processes and Mitek’s internal operations

🎯 Requisitos

• Bachelor’s degree or equivalent experience • At least 5 years of experience in Customer Success focused on enterprise accounts in a SaaS environment or related Customer experience • At least 3 years of hands-on experience with identity verification or fraud detection technology, including document authentication, biometric matching, liveness detection, or behavioral and velocity-based risk signals • Ability to map complex customer business processes to product capabilities and create measurable business value • Experience leading change and driving digital transformation in enterprise environments • Strong understanding of the SaaS customer lifecycle, engagement strategies, and strategic-account management best practices • Exceptional communication skills to influence executives, build trusted-advisor relationships, and align stakeholders • Strong organizational and time-management skills; ability to manage multiple strategic accounts and navigate escalations • Strong analytical and problem-solving skills; ability to prioritize with data and build stakeholder insights • Familiarity with technical documentation, release notes, or API specifications sufficient to explain functional changes to non-technical stakeholders • Willingness to travel domestically up to 25% for customer and team collaboration • Preferred: experience with Mitek technology or similar fraud-detection and IDV analytics platforms • Preferred: working knowledge of Tableau or other BI tools • Preferred: knowledge of Totango or similar Customer Success platforms such as Gainsight or ChurnZero • Preferred: experience with KYC, AML, GDPR, custom backend or non-standard enterprise integrations, and executive technical findings or incident postmortems

🏖️ Benefícios

• Universal, supplemental, and private healthcare plan choices based on country specifics • Retirement/pension plan contributions • MTK stock plan participation • Life event and disability coverage • Generous annual leave • Company holidays • Volunteer time off • E-learning license • Tuition reimbursement • Hackathons • Home office setup allowance • Pet insurance • Identity theft protection • Legal assistance • 20% bonus • New hire equity grant • Remote work from a home office or in-person from Mitek offices, with flexibility and preference