Full-Time Customer Success Manager

At Mitratech, we are a team of technocrats focused on building world-class products to simplify operations in Legal, Risk, Compliance, and HR functions for Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in a culture that supports individual excellence and takes pride in its diverse and inclusive work culture.

Job Overview

Customer Success Managers (CSMs) are trusted advisors to our clients. The role focuses on client contact, training, and driving consistent use of Mitratech's standard process, support tools, best practices, webinars, and suggested solutions to business pain points. The CSM is the client's go-to point of contact during the entire client lifecycle, ensuring client success and increased application utilization.

As a CSM, you will build a deep understanding of Mitratech products, promoting user onboarding, adoption, and solution refinement.

You'll work closely with various Mitratech roles throughout the client lifecycle. This role does not require specific sales targets, but client retention and growth are key goals.

Essential Duties & Responsibilities:

• Representing Mitratech professionally through regular client communication
• Proactively driving end-user adoption through product-focused meetings, tips, and check-ins
• Managing renewals, expanding portfolios by negotiating multi-year renewals and collaborating with sales on expansion opportunities.
• Tracking client success throughout the lifecycle and demonstrating value
• Shepherding projects to completion, collaborating internally and with clients
• Maintaining regular communication with sales and account management, sharing insights
• Managing and responding to product usage metrics and trends
• Collaborating with marketing to build client advocacy through events and thought leadership
• Collaborating with all Mitratech departments to address client needs and advise on future efforts

Requirements & Skills:

• Desire to learn and become a subject matter expert in Mitratech software.
• Ability to manage multiple, critical projects simultaneously, using business acumen to understand and articulate technical concepts and derive solutions to client problems
• Working knowledge of Google Workspace, Salesforce, and Microsoft products; quick learner of new software (no coding required).
• Ability to break down complex issues, Excellent interpersonal and professional communication skills, especially over phone and during presentations
• Ability to connect the dots internally and on behalf of clients to get things done
• Excellent verbal and written English communication skills
• Ability to work effectively in a team environment and independently
• Customer-centric attitude; ability to make sound decisions based on customer needs and product knowledge
• Previous experience in a client success, account management, or business analysis role is a plus
• Attention to detail, strong organizational skills, multitasking abilities
• Self-motivated and able to work under pressure to deliver high-quality solutions

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