Sr. Customer Success Manager

Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.

At Mitek, we believe that teams are more resilient, effective, and innovative when they benefit from a wide range of ideas, lived experiences, and perspectives. The strength of our organization is deeply rooted in the people who power it.​

​

We know that a workforce reflecting the richness of our communities and customers helps us better serve their needs. These lived experiences influence our decisions, shape our products, services, and help us grow with intention. When it comes to talent, our goal is clear: to discover exceptional individuals and to ensure they discover us. We prioritize drive, skill, experience, and ambition in everything we do for our clients.

We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.

Our Customer Success Managers are accountable for the operational aspects of the post-sales journey, ensuring smooth execution, adoption, and rapid response to customer needs. Acting as proactive, trusted advisors, they anticipate challenges, surface opportunities, and help drive satisfaction, renewal, and expansion.

Rooted in Mitek’s purpose—protecting what’s real in a world fraught with fraud and evolving threats—CSMs embody this mission in every interaction. They build trusted partnerships through a strategic, high-touch approach for our enterprise customers, while leveraging scalable, data-driven engagements to support our broader customer base.

Guided by Mitek’s guiding principles—One Team, Trust, Excellence, Ambition, and Innovation—our CSMs work cross-functionally with Sales, Professional Services, Product, and beyond to ensure customers achieve their goals with confidence and clarity, while driving long-term value and growth for both our clients and the business.

• Bachelor’s degree or equivalent experience.
• At least 5 years of experience in Customer Success, focused on enterprise accounts in a SaaS environment.
• 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
• Willingness to travel domestically up to 25% for customer and team collaboration

• 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.

• 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: Analyze adoption, usage, and business results 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.
• 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, aligning stakeholders, driving resolution, and maintaining customer confidence.
• Champion continuous improvement: Drive initiatives that enhance customer processes and strengthen Mitek’s internal operations for greater efficiency and impact.

• Customer-centric: Empathy, love for problem solving and uncovering opportunities
• A servant leader with a growth mindset who inspires collaboration
• Flexible with a “can do” attitude under high pressure situations
• Ability to roll up your sleeves and do the job yourself
• Able to align customer outcomes to business value, renewal, and expansion.
• Demonstrates strong executive presence, able to influence and lead conversations at the highest levels
• Self-starter with a results orientation, and the ability to thrive in a team-based environment
• Data-driven accompanied with creative problem-solving skills
• Excellent interpersonal and relationship management skills
• Excellent written and oral communication skills that are savvy, concise, and succinct
• Planning, organization, and facilitation skills that create high-value experiences for every engagement
• Ability to manage and influence others

We take pride in enabling career growth in an environment of innovation and teamwork.  Our commitment to all Mitekians is to do meaningful work that matters.  Our culture is defined by delivering our best to our customers by providing high value solutions and impactful outcomes, by continuously challenging convention, and by caring for each other through collaboration and celebrating our successes.  We are committed to creating competitive, equitable compensation & benefits programs and career development opportunities. 

Benefit offerings – may vary based on geographic location

Wellness: Universal, supplemental, and private healthcare plan choices based on country specifics 

Financial future: retirement/pension plan contributions, MTK stock plan participation  

Income protection: life event & disability coverage 

Paid time off: generous annual leave, company holidays, volunteer time off 

Learning: e-learning license, tuition reimbursement, hackathons 

Home office setup allowance

Additional/optional benefits: pet insurance, identity theft protection, legal assistance 

We sincerely appreciate your interest in Mitek. We know your time is valuable and look forward to the potential of speaking with you further!