Mitratech

Director of Customer Success

Mitratech

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Lead and manage a team with 6-10 direct reports.
  • Recruit, train, mentor, and manage customer success managers and teams to deliver value.
  • Develop and implement customer success strategies, including onboarding, engagement, and retention programs, to achieve key metrics like customer satisfaction, retention, and growth.
  • Foster strong customer relationships, turn satisfied clients into advocates, and identify opportunities for upsell and cross-sell to expand business within the customer base.
  • Translate strategy into performance requirements, processes, metrics, and technology.
  • Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.
  • Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions, process improvements, and product enhancements.
  • Oversee and optimize the entire customer lifecycle, from onboarding and adoption to long-term engagement and renewal, ensuring customers consistently derive value.
  • Drive long-term revenue growth and influence future lifetime value through increased product adoption, higher customer satisfaction, reduced churn, and increased customer advocacy.

Requirements

  • 5 to 7 years in a SaaS environment leading a Customer Success Team.
  • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
  • Knowledge of customer service practices.
  • Technical aptitude and ability to learn software programs.
  • Analytical and data driven analysis to optimize renewals, churn, upgrades and upsells.
  • Developing and managing customer success programs at scale through automation.
  • Experience in leading both a named portfolio and team-based customer success approach.
  • Experience with Customer Relationship Management software such as Salesforce.
  • Experience with Tech-CSM solutions such as Gainsight, Totango or others.
  • Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience.
Benefits
  • Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level.
  • Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: http://everify.com/
  • Additional benefits.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success strategiesonboardingengagementretention programsdata analysiscustomer health metricsprocess improvementsproduct enhancementsSaaSautomation
Soft Skills
leadershipmentoringcustomer relationship managementcommunicationanalytical thinkingstrategic decision makingteam managementcustomer advocacycollaborationproblem solving