Customer Success Manager

  • Mitek
  • San Diego, CA, United States
  • Jul 26, 2017
Full time Customer Service

Job Description

Mitek (NASDAQ: MITK) is an innovator in Artificial Intelligence and Machine Learning that simplify everyday tasks, is seeking qualified candidates for a Customer Success Manager role, based in San Diego. 

Mitek is a global leader in mobile capture, identity verification software solutions, and an innovator in Artificial Intelligence and Machine Learning that simplify everyday tasks. Mitek’s ID document verification allows an enterprise to verify a user’s identity during a mobile transaction, enabling financial institutions, payments companies and other businesses operating in highly regulated markets to transact business safely while increasing revenue from the mobile channel. Mitek also reduces the friction in the mobile users’ experience with advanced data prefill. These innovative mobile solutions are embedded into the apps of more than 5,500 organizations and used by tens of millions of consumers for mobile check deposit, new account opening, insurance quoting, and more.

Mitek has a track record of breakthrough achievements that have helped to transform mobile banking and the identity authentication markets. As a result, we have grown globally with offices in the UK and the Netherlands and are listed on the NASDAQ.  

Mitek is looking for team members that live our core values of Delivering, Learning and Caring.


What You’ll Do (Role Description)

  • Create value for Mitek customers by ensuring they clearly define business outcomes and success metrics and then build a success plan with the appropriately identified business objectives, metrics, stakeholders, milestones, and risks needed to achieve them.
  • Be accountable to drive high usage and adoption of Mitek’s products by driving the creation and execution of a thorough and action-oriented success plan.
  • Leverage deep product expertise to expand the customer’s use of Mitek’s features/products.
  • Build, maintain and leverage relationships within each customer to influence product adoption, create strong support for new opportunities and to secure their willingness to advocate on Mitek’s behalf.
  • Demonstrate advanced understanding of customer’s business/industry and appropriately challenge the way a customer views both their business, processes and Mitek’s products.
  • Work cross-functionally to achieve the best outcomes for Mitek’s customers and Mitek.
  • Strategize, conceive and execute internal processes to streamline and scale customer-success work.
  • Develop content and materials which can be used by customers, partners and employees to drive adoption.


Who You Are (Soft Skills/Attributes)

  • Proven ability to be detail oriented and have excellent follow-up skills.
  • Ability to develop, record, analyze, and generate recommendations based on data-driven findings, metrics, and KPIs.
  • Clear communicator, both verbal and written. 
  • Strong interpersonal skills and experience building strong internal and external relationships.
  • Equally comfortable with creating and evaluating strategic plans as they are with executing on the individual action items and details. 
  • Enjoys learning about a SaaS product and believes product knowledge is one of the keys to a CSM’s success.
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.


What You Need (Skills/Experience)

  • 5+ years of experience in Customer Success.
  • Proven ability to map the customer’s business process to product capability.
  • Experience in driving transformation in enterprises through effective change management and adoption highly preferred.
  • Understanding of SaaS customer engagement.
  • Excellent executive level engagement skills with an ability to establish strong relationships with business decision makers.
  • Strong interpersonal skills that establish Trusted Advisor relationships with customers. 
  • Strong organizational/time management skills and the ability to manage 10+ customers simultaneously.
  • Willingness to travel - up to 25%. 


What Would be Nice (Preferred Skills/Experience)

  • Experience in Financial Services.



  • Bachelor’s degree or equivalent experience.