Miter

Customer Success Manager

• Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal.
• Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value.
• Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue.
• Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes.
• Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones.
• Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution.
• Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities.
• Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements that reflect customer needs and industry trends.
• Contribute to playbooks, process improvements, and team best practices — turning learnings into leverage as we grow the Strategic CS motion.

Strategic Customer Success Manager

Customer Support

• Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits for Miter's customer base.
• Ramp quickly on Miter's product, ticketing tools, and knowledge base — shadowing Specialists early, then resolving tickets independently within weeks.
• Use troubleshooting frameworks and internal resources to diagnose issues, ask the right clarifying questions, and deliver clear, empathetic responses.
• Stay with the ticket: follow up proactively, loop in Specialists when needed, and make sure nothing falls through the cracks.
• Develop a product specialization over time, contributing to team SLAs and handling 60–70% of assigned tickets without escalation by month two.

Associate Customer Support Specialist

Product Designer

• Own design strategy and execution (interaction design, design system and componentry) across the Miter platform
• Partner closely with peers in engineering and product (as well as cross-functional teams at Miter) to shape the user experience for both new and existing Miter apps
• Work directly with our customers to learn how they use Miter and how it fits into the complex workflows that they use to run their business
• Help shape the vision for AI capabilities at Miter and bring a user-centered lens to AI-powered functionality
• Experiment with new AI tools, processes, and ways of working across product, design, and engineering
• Operate with pragmatism and a first-principles approach to help the team deliver value to customers quickly and consistently

Staff Product Designer

Sales Development Rep

• Drive net-new pipeline through high-volume outbound prospecting — 80–100 dials a day across cold calls, personalized emails, and LinkedIn outreach
• Research target accounts and key personas across the construction industry to craft relevant, tailored messaging that breaks into hard-to-reach accounts
• Communicate Miter’s value proposition and business impact, qualifying prospects and booking ~5 direct SALs per month for your aligned Account Executive
• Own the nurture of every prospect all the way through to a completed discovery call and a clean handoff to your AE
• Own your activity and pipeline metrics in Salesforce, and help build a repeatable playbook by testing and refining messaging, cadences, and scripts as we grow the team

Sales Development Representative, Outbound

• Be the first point of contact for inbound leads — demo requests, content downloads, and marketing-sourced leads — responding with a time-to-touch under 15 minutes
• Run qualifying and discovery conversations to surface prospect pain and tie it back to the relevant Miter modules
• Communicate Miter’s value proposition and business impact, booking qualified meetings (SALs) for Account Executives and managing clean handoffs
• Follow up persistently with every lead that no-shows or doesn’t self-book, re-engaging across phone, email, and other channels
• Partner closely with Marketing on campaigns and lead quality, and own your activity and pipeline metrics in Salesforce

Strategic Customer Success Manager

Associate Customer Support Specialist

Staff Product Designer

Sales Development Representative, Outbound

Sales Development Representative, Inbound