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Mitratech · 1 day ago

Director of Customer Success

United States

Full-time

Remote

Lead/Staff, Director/Executive

5+ years exp

Mitratech is a team of innovators focused on building world-class products that simplify operations in Legal, Risk, Compliance, and HR functions. The Director of Customer Success is a strategic leadership role aimed at maximizing customer value, retention, and loyalty by overseeing customer success teams and developing customer-centric strategies.

B2BBillingCyber SecurityData GovernanceEnterprise SoftwareHuman ResourcesLegalRisk ManagementSoftware

Growth Opportunities

Responsibilities

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

Perform other duties as assigned

Qualification

Customer Success ManagementSaaS ExperienceData AnalysisLeadershipCustomer Relationship ManagementMicrosoft Office SuiteTechnical AptitudeEffective CommunicationPresentation SkillsProblem-Solving Skills

Required

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

Ability to develop and execute a long-term vision for customer success and value

Proven ability to lead, motivate, and develop a high-performing team

A deep understanding of customer needs and a passion for delivering positive customer experience

Proficiency in data analysis to track key metrics and make informed decisions

Strong skills in collaborating and diverse teams and communicating with senior leadership and clients

The ability to plan and deliver oral and written communications that impact and persuade the intended audience(s) as well as the ability to gain others' support for ideas, proposals, projects, and solutions

The ability to focus on the desired outcome, setting challenging goals, focusing effort on the goals, and meeting or exceeding them

Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience