Mitratech

Mitratech

Senior Manager, Account Management

Remote US · Senior

Sponsorship not specified$100k-$110kDetected 4 days ago
Project ManagementSalesforceAccount ManagementExcelRecruitingHRISCustomer SuccessAccount RetentionLeadershipCommunicationTime ManagementMentoring

About the role

  • The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork.
  • In other words, if you like people, technology, and the fast-moving world of background screening, you'll fit right in.

Responsibilities

  • They will lead the Customer Success function and team, building strong partnerships across Product, Compliance, Operations, and Sales to deliver on all Customer Success programs.
  • Leadership: ability to lead and inspire others
  • Drive and execute personal, professional, and team growth strategies at Mitratech, guiding a team of leaders in continued leadership skill development.
  • Proactively manage the performance of global retention teams - prioritizing coaching - to build a culture of personal accountability for sales and retention targets tied to screening client outcomes.
  • Collaborate with operational teams to develop product retention analytics reports (adoption of screening products, TAT trends, dispute/adjudication volumes, renewal risk indicators) to inform leadership decision-making.
  • Collaborate with cross-functional Mitratech teams to execute on daily customer needs, communicate long-term needs, and advise on future client screening program initiatives.
  • Work with marketing to build customer advocacy through participation in industry events (e.g., PBSA and other screening-industry conferences), thought-leadership content, and other activities.
  • Collaborate with customer-facing teams to build programs that proactively drive end-user adoption through product-focused meetings, screening industry thought leadership, and workflow optimization efforts.
  • Experience building a customer success strategy, operations model, and reporting framework specific to screening or compliance-driven services.
  • Experience designing and using key metrics (TAT, accuracy, adoption, churn, NPS/CSAT) to proactively lead teams and programs.

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.
  • Working knowledge of FCRA requirements, adjudication workflows, and other regulatory considerations that affect the background screening client experience.
  • 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.

Nice to have

  • Experience integrating Customer Success teams following mergers or acquisitions of screening companies.
  • Experience working in a PE-backed environment.
  • Familiarity with applicant tracking system (ATS) and HRIS integrations common in the screening industry.

Skills

  • Our approach to work is proactive, collaborative, and committed.

Compensation

  • $100,000 - $110,000 Annually USD
  • Total compensation includes US employee benefits and annual bonus eligibility.
  • Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off

Benefits

  • Health, Dental & Vision Insurance *
  • Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
  • STD, LTD & Group Life Insurance
  • Paid Parental Leave
  • FSA & HSA Options
  • LinkedIn Learning Platform

Company info

  • effective at communicating at all levels within our organization and our customers' organizations, including compliance and legal stakeholders.
  • We are an equal-opportunity employer that values diversity at all levels.
  • All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.
  • A critical part of this role is driving continuous improvement of the renewal, add-on sales, and services engagement process - with particular attention to how screening turnaround times (TAT), accuracy rates, and FCRA/compliance changes affect client satisfaction and retention.
  • professional presence and ability to communicate effectively with customers, team members, managers, and senior leadership.
  • Leadership: ability to lead and inspire others; willingness to give both positive reinforcement and constructive feedback; professional presence and ability to communicate effectively with customers, team members, managers, and senior leadership.
  • Communication: effective at communicating at all levels within our organization and our customers' organizations, including compliance and legal stakeholders.
  • Career Advancement & Professional Development Opportunities
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This listing is sourced directly from Mitratech's careers page and normalized into a canonical job model.