Customer Success Manager

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November 14

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Mitek Systems

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Artificial Intelligence • Compliance • Security

Mitek Systems is a leading provider of identity verification and biometric authentication solutions, serving a wide array of industries. It specializes in technologies such as mobile capture, biometric authentication, and fraud detection, offering AI-driven solutions to enhance compliance, security, and customer onboarding processes. Mitek Systems is renowned for its pioneering Mobile Deposit technology and its 4-dimensional biometric authentication, which includes face and voice liveness detection. The company focuses on protecting against financial fraud and ensuring compliance with regulatory standards, helping businesses to build customer trust through secure and seamless user experiences.

201 - 500 employees

Founded 1986

🤖 Artificial Intelligence

📋 Compliance

🔐 Security

📋 Description

• Manage strategic enterprise accounts: Build and execute success plans that define measurable business outcomes, ensuring alignment with customer goals and stakeholder engagement. • Monitor customer metrics and account health: Analyze adoption, usage, and business results to provide strategic recommendations that reduce risk and drive growth. • Partner with account teams: Work closely with Account Managers, Professional Services, Support, and Product to deliver a seamless, value-driven customer experience. • Lead Quarterly Business Reviews (QBRs): Facilitate executive-level discussions that align progress to business outcomes, showcase value, and shape future strategy. • Navigate complexity with confidence: Anticipate challenges in large organizations, uncover opportunities, and take decisive action to deliver additional value. • Drive adoption and outcomes: Ensure customers realize maximum value from Mitek’s solutions, driving adoption, renewal, and expansion opportunities. • Foster executive relationships: Build and maintain trusted partnerships with senior leaders and key stakeholders, serving as a strategic advisor. • Lead escalations: Take point during high-stakes issues, aligning stakeholders, driving resolution, and maintaining customer confidence. • Champion continuous improvement: Drive initiatives that enhance customer processes and strengthen Mitek’s internal operations for greater efficiency and impact.

🎯 Requirements

• Bachelor’s degree or equivalent experience. • At least 5 years of experience in Customer Success, focused on enterprise accounts in a SaaS environment. • Proven ability to map complex customer business processes to product capabilities, creating measurable business value. • Demonstrated experience in leading change and driving digital transformation in enterprise environments. • Strong understanding of the SaaS customer lifecycle, engagement strategies, and best practices for managing strategic accounts. • Exceptional communication skills with the ability to influence executives, build trusted advisor relationships, and align stakeholders. • Strong organizational and time management skills; able to prioritize and manage multiple strategic accounts simultaneously while effectively navigating escalations. • Strong analytical and problem-solving skills; able to prioritize with data and build insights to influence stakeholders. • Willingness to travel within the UK or EU for customer and team collaboration, up to 20% of the time.

🏖️ Benefits

• Home Office Allowance: Up to £500 to support your remote work setup. • Annual Leave: 25 days of paid holiday. • Private Healthcare: Comprehensive private medical insurance coverage. • Life Insurance: Company-provided life assurance policy. • Learning & Development: Annual allowance for approved professional courses, plus access to a LinkedIn Learning license. • Pension: Mitek contributes 6% of your base salary, and you contribute 3%. • Incentive Bonus: Eligibility for an annual performance-based incentive bonus (up to 20%).