Sr. Customer Success Manager

What You'll Need (Required Knowledge, Skills & Abilities):

• Bachelor’s degree or equivalent experience.
• At least 5 years of experience in Customer Success, focused on enterprise accounts in a SaaS environment or related Customer experience.
• At least 3 years of hands on experience with identity verification or fraud detection technology, such as document authentication, biometric matching, liveness detection, or behavioral and velocity based risk signals 
• Proven ability to map complex customer business processes to product capabilities, creating measurable business value.
• Demonstrated experience in leading change and driving digital transformation in enterprise environments.
• Strong understanding of the SaaS customer lifecycle, engagement strategies, and best practices for managing strategic accounts.
• Exceptional communication skills with the ability to influence executives, build trusted advisor relationships, and align stakeholders.
• Strong organizational and time management skills; able to prioritize and manage multiple strategic accounts simultaneously while effectively navigating escalations.
• Strong analytical and problem-solving skills; able to prioritize with data and build insights to influence stakeholders
• Familiarity with reading technical documentation, release notes, or API specs well enough to explain functional changes to non technical stakeholders.
• Willingness to travel domestically up to 25% for customer and team collaboration

What Would Be Nice (Preferred Skills & Experience):

• Experience with Mitek technology or similar fraud detection and IDV analytics platforms.
• Working knowledge of Tableau or other BI tools to analyze and present customer and operational data.
• Knowledge of Totango or similar Customer Success platforms (e.g., Gainsight, ChurnZero) to manage accounts and drive engagement.
• Experience with regulatory or compliance frameworks relevant to identity verification, such as KYC, AML, or GDPR.
• Experience working with or managing a custom backend or non standard integration for an enterprise account.
• Prior experience presenting technical findings or incident postmortems to executive stakeholders, explaining what went wrong technically and what's being done about it. 

What You Will Do (Essential Responsibilities):

• Manage strategic enterprise accounts: Build and execute success plans that define measurable business outcomes, ensuring alignment with customer goals and stakeholder engagement.
• Monitor customer metrics and account health: inclusive of model performance signals and integration stability to provide strategic recommendations that reduce risk and drive growth 
• Partner with account teams: Work closely with Account Managers, Professional Services, Support, and Product to deliver a seamless, value-driven customer experience.
• Lead Quarterly Business Reviews (QBRs): Facilitate executive-level discussions that align progress to business outcomes, showcase value, and shape future strategy.
• Drive adoption of new features and product releases: Partner with Product Marketing and Technical Writing to translate new capabilities into clear customer facing guidance, and proactively drive adoption across your account base rather than waiting for customers to discover functionality on their own. serving as the customer's trusted advisor on both fronts.
• Navigate complexity with confidence: Anticipate challenges in large organizations, uncover opportunities, and take decisive action to deliver additional value.
• Drive adoption and outcomes: Ensure customers realize maximum value from Mitek’s solutions, driving adoption, renewal, and expansion opportunities.
• Foster executive relationships: Build and maintain trusted partnerships with senior leaders and key stakeholders, serving as a strategic advisor.
• Lead escalations: Take point during high stakes issues, including technical escalations. Partner with Product and Engineering to surface the issue, help narrow down whether it looks like configuration, integration, or model behavior, and drive the right team to resolution while maintaining customer confidence 
• Champion continuous improvement: Drive initiatives that enhance customer processes and strengthen Mitek’s internal operations for greater efficiency and impact.

Who You Are (Soft Skills & Attributes):

• Customer centric: Empathy, love for problem solving, and a genuine curiosity about the technical mechanics behind a customer's problem, not just the relationship around it. 
• Able to roll up your sleeves and do the job yourself, whether that means digging into a technical root cause or drafting the QBR deck.
• Owns the executive relationship and the business outcome attached to it. Never out of your depth when the conversation turns technical. You can hold your own on identity verification and fraud mechanics, not just to translate someone else's expertise 
• A self-starter who moves fluidly between a technical conversation with Engineering and a strategic conversation with a customer executive, without needing someone else to bridge that gap in either direction.
• Data driven, with the analytical instincts to spot a pattern before it becomes an escalation, and the executive presence to communicate it before it becomes a crisis.
• Flexible with a can do attitude, comfortable being pulled into a technical war room and an executive escalation call in the same day.