Director of Customer Success

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Summary

Our Director of Customer Success is a strategic leadership role focused on maximizing customer value, retention, and loyalty by overseeing a customer success teams, developing customer-centric strategies, and ensuring alignment between customer needs and business objectives. Key responsibilities include building and leading the CS team, designing scalable programs for customer engagement and onboarding, analyzing customer health and feedback to drive product improvements, collaborating with sales, product, and marketing, and ultimately reducing churn while increasing customer lifetime value and advocacy. Manage a team of customer success managers supporting a portfolio of both named and team based accounts.

 

Essential Functions of the Position

The essential functions include, but are not limited to the following:

• 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.

 

Core Competencies

 

• Strategic Thinking: Ability to develop and execute a long-term vision for customer success and value.
• Leadership & Management: Proven ability to lead, motivate, and develop a high-performing team
• Customer-Centric Approach: A deep understanding of customer needs and a passion for delivering positive customer experience
• Analytical Skills: Proficiency in data analysis to track key metrics and make informed decisions
• Communication & Collaboration: Strong skills in collaborating and diverse teams and communicating with senior leadership and clients
• Persuasive Communication & Influencing Others: 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.
• Results Orientation: The ability to focus on the desired outcome, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.

 

Experience, Skills, Abilities, Education, and Certifications
[In addition to the competencies listed above, list relevant skills and abilities required for the position. Include:

• Experience:
  • Critical Criteria:
    • 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.