Senior Manager, Account Management
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Job Description
Senior Manager leading Customer Success for background screening at Mitratech. Driving customer retention and operational improvements across the organization.
Responsibilities:
- Achieving budgeted quotas for recurring revenue retention within our background screening client base.
- Leading the Customer Success function and team, building strong partnerships across Product, Compliance, Operations, and Sales to deliver on all Customer Success programs.
- Driving continuous improvement of the renewal, add-on sales, and services engagement process.
- Setting goals that minimize attrition while maximizing ROI and alignment to company goals.
- Ensuring client feedback is communicated and leveraged throughout the organization.
- Integrating the Customer Success teams of acquired screening companies.
- Serving as the executive escalation point for critical accounts.
- Collaborating with operational teams to develop product retention analytics reports to inform leadership decision-making.
Requirements:
- Bachelor's degree, preferably in business or a related field.
- 5–10 years of combined experience in account management and customer success roles, specifically within the background check/screening or consumer reporting industry.
- Progressive experience leading customer success teams with a demonstrated history of meeting retention objectives for screening clients.
- Working knowledge of FCRA requirements, adjudication workflows, and other regulatory considerations that affect the background screening client experience.
- Experience building a customer success strategy, operations model, and reporting framework specific to screening or compliance-driven services.
- Strategic thinker who can also roll up their sleeves and work closely with Product, Compliance, and Operations teams.
- Experience designing and using key metrics (TAT, accuracy, adoption, churn, NPS/CSAT) to proactively lead teams and programs.
- Highly customer-oriented, with the ability to balance client needs against company objectives and targets.
- Strong analytical skills with significant experience in up-sell and churn reduction within the screening/compliance space.
- Strong Excel and Salesforce expertise.
- Exceptional writing, communication, and presentation skills, including the ability to speak credibly with compliance and legal stakeholders.
- Highly effective organizational, project management, and time management skills.
- Ability and willingness to travel up to 50%, including to industry conferences (e.g., PBSA).
Benefits:
- Health, Dental & Vision Insurance *
- 401 (k) + Employer Match *
- Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
- STD, LTD & Group Life Insurance
- Paid Parental Leave
- Pet Insurance
- FSA & HSA Options
- Employee Assistance Program
- Remote Work
- Career Advancement & Professional Development Opportunities
- Employee Recognition
- LinkedIn Learning Platform
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