Senior Manager, Customer Success & Account Management Team

✨ What you’ll be working on

Mitratech is looking for a Senior Manager, Customer Success & Account Management to lead its AssureHire Customer Success and Account Management team.

This is a true people-leadership role overseeing 14 account managers and customer success professionals. You’ll be responsible for developing the team, improving retention, driving operational improvements and helping customers get more value from Mitratech’s background screening solutions.

This isn’t an individual contributor account management position. The ideal candidate knows how to build an independent, high-performing team while staying focused on customer retention and recurring revenue.

What You’ll Do

• Lead, coach and develop a team of 14 Customer Success and Account Management professionals.
• Build a team that can operate independently and handle customer issues effectively.
• Own recurring revenue retention targets across the background screening customer base.
• Partner with Product, Compliance, Operations and Sales on customer success initiatives.
• Improve renewal, add-on sales and services engagement processes.
• Use screening turnaround times, accuracy, compliance changes and other operational factors to improve customer retention.
• Act as the executive escalation point for critical customer accounts.
• Develop reporting around product adoption, TAT trends, dispute and adjudication volumes and renewal risks.
• Use customer data and trends to support leadership decisions.
• Work with Marketing and participate in industry events such as PBSA.
• Build customer advocacy and strengthen relationships across the screening industry.

Required Qualifications

Experience

• 5–10 years of combined account management and customer success experience.
• Experience specifically within background screening, background checks or consumer reporting.
• Progressive experience leading Customer Success or Account Management teams.
• Demonstrated people-management experience rather than simply managing individual accounts.

Knowledge & Skills

• Working knowledge of FCRA requirements and adjudication workflows.
• Understanding of regulatory considerations affecting background screening customers.
• Experience using metrics such as TAT, accuracy, product adoption, churn, NPS and CSAT.
• Strong Excel and Salesforce skills.
• Ability to work effectively with compliance and legal stakeholders.

Preferred Qualifications

• Experience integrating Customer Success teams following a merger or acquisition.
• Experience working in a private-equity-backed environment.
• Familiarity with ATS and HRIS integrations used in background screening.
• Experience attending or presenting at industry events such as PBSA.
• Experience in other highly regulated industries such as fintech KYC/KYB or healthcare compliance.

Remote Work

This position can be performed 100% remotely anywhere in the United States.

Salary & Benefits

Anticipated Pay Range: $100,000–$110,000 USD annually

Total compensation also includes US employee benefits and annual bonus eligibility.

Benefits include:

• Health, dental and vision insurance
• 401(k) with employer match
• Open PTO and 11 paid holidays
• Paid global wellness days
• Short- and long-term disability insurance
• Group life insurance
• Paid parental leave
• Pet insurance
• FSA and HSA options
• Employee Assistance Program

Additional perks include remote work, career development opportunities, employee recognition and access to LinkedIn Learning.

About Mitratech

Mitratech is a global technology partner serving corporate legal and compliance teams, background screening organizations and consumer reporting companies.

The company focuses on building technology that helps customers operate efficiently while navigating complex regulatory and operational requirements.

Apply through the employer’s application process for the current opening.