Customer Success Manager

Customer Success Manager

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 of Fortune 100 companies. 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.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Please note : This position is open only to candidates currently residing in Mexico. Applications from outside of Mexico will not be considered.

Job Overview

Customer Success Managers (CSMs) are trusted advisors to our clients. The role proactively focuses on client contact, training, and driving consistent use of Mitratech's standard process, support tools / documents, best practices webinars, and suggested solutions to business pain points. The Client Success Manager is the client's go-to point of contact during the entire client lifecycle and ensures our clients achieve success and increase their utilization of our applications.

As a CSM, you can expect to build a deep understanding of the use of Mitratech products to promote better user onboarding, increased user adoption, and ongoing refinement of the solution as needs change overtime. You will work closely with varying other Mitratech roles as the client makes its way through the client lifecycle. This role does not require any specific sales targets be met, although client retention and growth is the overall goal.

Essential Duties & Responsibilities

• Representing Mitratech to our clients through regular, positive, and professional communication
• Proactively driving end user adoption through product focused meetings, tips and tricks, and user adoption check ins
• Managing a portfolio of renewals with the expectation of expanding the base portfolio through negotiating multi-year renewals, annual price increases, and finding expansion opportunities to collaborate with sales team on to closure.
• Tracking and documenting clients' measurement(s) of success throughout the client lifecycle and demonstrating value back to the client as these goals are met
• Shepherding the projects to completion, collaborating with the right people at the right times internally in Mitratech, as well as on the client side, to make sure that projects move forward
• Maintaining regular cadence with sales and account management to communicate insights (positive / negative) that could impact the overall client relationship and retention effort
• Managing and responding to product usage metrics and trends
• Working with marketing to build strong client advocacy through participate in Mitratech events, thought leadership materials and other activities
• Collaborating with every Mitratech department to achieve completion of daily client needs, communicate long term client needs, and advising on future client efforts.

Requirements & Skills :

Education : Bachelor's degree or relevant experience in the field.

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.