Customer Success Manager

Mitratech is a proven global technology partner for corporate legal and compliance teams, including background screening and consumer reporting organizations. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees’ enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, and continuous improvement, along with a dedication to driving the best possible experience for our clients — including CRAs (Consumer Reporting Agencies), employers, and screening partners who rely on accurate, compliant, and timely results. In other words, if you like people, technology, and the fast-moving world of background screening, you’ll fit right in.

This role requires a strategic business leader with a proven track record of customer growth in the background check/screening industry — someone who can develop strategy, drive operational improvements, and translate them across the business. You will lead customer retention by optimizing product adoption and expansion (screening packages, adjudication tools, ATS/HRIS integrations, compliance modules), driving customer retention, and ensuring we continue to deliver measurable value to our screening clients. You will work closely with other leaders across the organization to develop and execute retention strategies that reflect the regulatory and operational realities of the screening industry.

Responsibilities

This individual will be tasked with achieving budgeted quotas for recurring revenue retention within our background screening client base. They will lead the Customer Success function and team, building strong partnerships across Product, Compliance, Operations, and Sales to deliver on all Customer Success programs. A critical part of this role is driving continuous improvement of the renewal, add-on sales, and services engagement process — with particular attention to how screening turnaround times (TAT), accuracy rates, and FCRA/compliance changes affect client satisfaction and retention.

This individual will partner closely with leadership to set goals that minimize attrition while maximizing ROI and alignment to company goals, ensure client feedback (including feedback tied to screening product performance, integration issues, and compliance updates) is communicated and leveraged throughout the organization, integrate the Customer Success teams of acquired screening companies, and serve as the executive escalation point for critical accounts.

Performance Criteria

• Meet and/or exceed annual team targets for both retention and new business within the background screening portfolio.
• Leadership: ability to lead and inspire others; willingness to give both positive reinforcement and constructive feedback; professional presence and ability to communicate effectively with customers, team members, managers, and senior leadership.
• Drive and execute personal, professional, and team growth strategies at Mitratech, guiding a team of leaders in continued leadership skill development.
• Proactively manage the performance of global retention teams — prioritizing coaching — to build a culture of personal accountability for sales and retention targets tied to screening client outcomes.
• Collaborate with operational teams to develop product retention analytics reports (adoption of screening products, TAT trends, dispute/adjudication volumes, renewal risk indicators) to inform leadership decision-making.
• Collaborate with cross-functional Mitratech teams to execute on daily customer needs, communicate long-term needs, and advise on future client screening program initiatives.
• Work with marketing to build customer advocacy through participation in industry events (e.g., PBSA and other screening-industry conferences), thought-leadership content, and other activities.
• Collaborate with customer-facing teams to build programs that proactively drive end-user adoption through product-focused meetings, screening industry thought leadership, and workflow optimization efforts.
• Organization and planning: plans, organizes, and schedules efficiently and productively; focuses on critical priorities.
• Communication: effective at communicating at all levels within our organization and our customers’ organizations, including compliance and legal stakeholders.
• Work Ethic: ability to operate in a fast-paced, regulation-sensitive environment with a focus on achieving high-quality results and holding others accountable to the same standards.

Requirements & Qualifications

• Bachelor’s degree, preferably in business or a related field.
• 5–10 years of combined experience in account management and customer success roles, specifically within the background check/screening or consumer reporting industry.
• Progressive experience leading customer success teams with a demonstrated history of meeting retention objectives for screening clients.
• Working knowledge of FCRA requirements, adjudication workflows, and other regulatory considerations that affect the background screening client experience.
• Experience building a customer success strategy, operations model, and reporting framework specific to screening or compliance-driven services.
• Strategic thinker who can also roll up their sleeves and work closely with Product, Compliance, and Operations teams.
• Experience designing and using key metrics (TAT, accuracy, adoption, churn, NPS/CSAT) to proactively lead teams and programs.
• Highly customer-oriented, with the ability to balance client needs against company objectives and targets.
• Strong analytical skills with significant experience in up-sell and churn reduction within the screening/compliance space.
• Strong Excel and Salesforce expertise.
• Exceptional writing, communication, and presentation skills, including the ability to speak credibly with compliance and legal stakeholders.
• Highly effective organizational, project management, and time management skills.
• Ability and willingness to travel up to 50%, including to industry conferences (e.g., PBSA).

Additional preferred qualifications:

• Experience integrating Customer Success teams following mergers or acquisitions of screening companies.
• Experience working in a PE-backed environment.
• Familiarity with applicant tracking system (ATS) and HRIS integrations common in the screening industry.

We will disclose intended pay ranges in our job ads for US-based opportunities – This role can be performed 100% remote anywhere in the US. Anticipated Pay Range: $100,000 – $110,000 Annually USD

Total compensation includes US employee benefits and annual bonus eligibility.

Benefits we offer:

• Health, Dental & Vision Insurance *
• 401 (k) + Employer Match *
• Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program

Perks we offer:

• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition
• LinkedIn Learning Platform

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

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.