Senior Customer Success Manager

United States
Position Type
Full Time
Customer success & support

Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at

At Mitek, we believe that teams are stronger and more innovative when they have the range of opinions and perspectives that come from diversity. Very simply, we know that diversity is a foundational strength for our organization. A diverse workforce makes for stronger teams as a wider breadth of thinking and experience broadens the power of our collective mind. Building stronger teams is foundational to serving our customers comprehensively, innovating our products and solutions, and enabling more impactful decision-making across our business.   

We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.

We are currently seeking a Senior Customer Success Manager to join our North America Customer Success team. This role is an integral part of our customer lifecycle, and you'll be responsible for managing a portfolio of our mid-market customers to ensure they adopt and realize value from our products throughout the duration of their journey with Mitek. Our culture is centered around Delivering, Learning, and Caring, and our Customer Success team ensures we deliver the same world-class service to each one of our customers that we expect of each other.

We want you to be driven to create and maintain strong relationships with key customer stakeholders, focused on enabling quality delivery of our identity verification platform aligned to their desired business outcomes. You'll develop a strong command of the identity industry, Mitek's process, products, and ecosystem, and best practices with our customers, and you'll have colleagues and other internal teams across the company to support your success.

What you bring

  • Bachelor’s degree or equivalent amount of experience
  • Skills and knowledge typically associated with at least 7 years of experience in Software Customer Success. 
  • Proven ability to map customers' business processes to product capabilities.
  • Experience in driving transformation in enterprises through effective change management and adoption.
  • Understanding of SaaS customer engagement.
  • Excellent executive-level engagement skills with an ability to establish strong relationships with business decision-makers. 
  • Strong organizational/time manager with the ability to manage 10+ customers simultaneously. 
  • Willingness to travel domestically - up to 20%.

What you’ll do

  • Create value for Mitek customers by driving clients’ high usage and adoption of Mitek’s products through the creation and execution of a thorough and action-oriented success plan. 
  • Create success plans based upon clearly defined business outcomes and success metrics, milestones, and risks; ensure alignment of success plan by all stakeholders. 
  • Leverage deep product expertise to expand the customer’s use of Mitek’s features/products 
  • Build, maintain and leverage relationships within each customer to influence product adoption, create strong support for new opportunities, and to secure their willingness to advocate on Mitek’s behalf 
  • Demonstrate advanced understanding of customer’s business/industry and appropriately challenge the way a customer views both their business and processes and Mitek’s ability to address the same 
  • Work cross-functionally across Product, Professional Services, Support and Sales to achieve the best outcomes for Mitek’s customers and Mitek 
  • Strategize, conceive and execute internal processes to streamline and scale customer-success work

Who you are

  • Equally comfortable with creating and evaluating strategic plans as you are with executing on individual action items and details 
  • Proven ability to develop, record, analyze, and generate recommendations based on data-driven findings, metrics, and KPIs 
  • Strong relationship builder with demonstrated success in creating relations internally and externally.  
  • Known as someone who others can rely on to follow-up and resolve issues 
  • Strong interpersonal skills that establish Trusted Advisor relationships with customers 
  • Enjoys learning about a SaaS product and believes product knowledge is one of the keys to a CSM’s success 
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption

$120,000 - $150,000 a year
We are proud to offer competitive salary ranges aligned to industry standards. Please note that our ranges are representative and individual compensation specifics may vary based upon experience level, professional competencies and geographic differentials. 

We take pride in enabling career growth in an environment of innovation and teamwork.  Our commitment to all Mitekians is to do meaningful work that matters.  Our culture is defined by delivering our best to our customers by providing high value solutions and impactful outcomes, by continuously challenging convention, and by caring for each other through collaboration and celebrating our successes.  We are committed to creating competitive, equitable compensation & benefits programs and career development opportunities. 
Benefit offerings  may vary based on geographic location
Wellness: medical, dental, vision, spending accounts, EAP 
Financial: retirement plan & company contributions, stock plan participation  
Income protection: life & disability insurance
Paid time off: generous annual allowance, company holidays, volunteer time off 
Learning: e-learning license, tuition reimbursement, hackathons 
Home office setup allowance  
Additional/optional benefits: pet insurance, identity theft protection, legal assistance 
We sincerely appreciate your interest in Mitek. We know your time is valuable and look forward to the potential of speaking with you further! 
I'm interested