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 that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving the 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!

Requirements

, this position is open only to candidates residing in United States . Applications from candidates located outside this region will not be reviewed. Job Summary Our Director of Customer Success is a strategic leadership role focused on maximizing customer value, retention, and loyalty by overseeing a customer success teams, developing customer-centric strategies, and ensuring alignment between customer needs and business objectives.

, processes, metrics, and technology. Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences. Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions, process improvements, and product enhancements Oversee and optimize the entire customer lifecycle, from onboarding and adoption to long-term engagement and renewal, ensuring customers consistently derive value Drive long-term revenue growth and influence future lifetime value through increased product adoption, higher customer satisfaction, reduced churn, and increased customer advocacy Perform other duties as assigned.

Core Competencies Strategic Thinking: Ability to develop and execute a long-term vision for customer success and value.

Key Responsibilities

include building and leading the CS team, designing scalable programs for customer engagement and onboarding, analyzing customer health and feedback to drive product improvements, collaborating with sales, product, and marketing, and ultimately reducing churn while increasing customer lifetime value and advocacy. Manage a team of customer success managers supporting a portfolio of both named and team based accounts. Essential Functions of the Position The essential functions include, but are not limited to the following: Lead and manage a team with 6-10 direct reports.

Recruit, train, mentor, and manage customer success managers and teams to deliver value. Develop and implement customer success strategies, including onboarding, engagement, and retention programs, to achieve key metrics like customer satisfaction, retention, and growth. Foster strong customer relationships, turn satisfied clients into advocates, and identify opportunities for upsell and cross-sell to expand business within the customer base.