Account Manager - Customer Success

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem supporting individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture blends entrepreneurial spirit with enterprise investment, enabling rapid progress with leading-edge technologies.

For over 35 years, the experts at Mitratech have been solving complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview

This is an outstanding growth opportunity to join our growing company by supporting our most valued asset – our customers. In this role, you will own a portfolio of accounts and be directly accountable for net revenue retention and expansion. You will gain an in-depth understanding of our customer’s operations, goals, and challenges so that you can help them gain the most value from their investments with Mitratech.

Essential Duties & Responsibilities:

• Own and grow a portfolio of accounts — your primary measure of success is net revenue retention and expansion above 100%.
• Build account plans with top customers that focus on mutual success and customer value, with clear revenue targets and growth milestones for each account.
• Find expansion opportunities: negotiate multi-year renewals, drive annual price increases, and identify upsell and cross-sell motions.
• Develop and execute a rigorous pipeline of annual sales and revenue retention targets, with consistent forecasting accuracy.
• Conduct quarterly value-based reviews and discussions with top customers (business reviews, cadence calls), always walking in with an agenda tied to growth, not just relationship maintenance.
• Assist leadership in building and maintaining a retention and new revenue forecast.
• Handle customer calls and inquiries in a prompt and courteous manner with customer experience and resolution as a focus point.
• Work with other customer-impacting departments to ensure our customers have a world-class and successful experience with all Mitratech’s solutions.
• Keep up to date knowledge of the industry, as well as the competitive posture of the company.

Requirements & Skills:

• A Bachelor’s Degree; or equivalent experience.
• A minimum of 2-4 years of sales and/or account management experience, with a demonstrated track record of growing accounts and exceeding retention targets.
• Customer-driven personality with the ability to initiate, establish, and nurture meaningful business relationships over calls and in person.
• Proven ability to identify, develop, and close upsell and cross-sell opportunities within an existing customer base.
• High energy with the ability to manage multiple competing priorities, with strong project, organizational, problem-solving, and time management skills.
• Capable of working independently with minimal supervision and in a team environment.
• Highly effective communication skills that convey professionalism in all written, verbal, and virtual meetings.
• Interest and passion for staying on top of industry trends and best practices; up for continuously taking on new challenges.
• Proficiency in all MS Office & Google Office applications.
• Travel up to 10%.