Senior Customer Success Manager

Job not on LinkedIn

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $130k - $155k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Mitek Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1986

🤖 Artificial Intelligence

📋 Compliance

🔐 Security

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.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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