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
customer success strategiesonboardingengagementretention programsdata analysiscustomer health metricsprocess improvementsproduct enhancementsSaaSautomation
Soft skills
leadershipmentoringcustomer relationship managementcommunicationanalytical thinkingstrategic decision makingteam managementcustomer advocacycollaborationproblem solving