Senior Manager, Customer Success & Account Management Team

Mitratech is a proven global technology partner for corporate legal and compliance teams. They are seeking a Senior Manager to lead the Customer Success and Account Management team, overseeing a group of account managers and driving customer retention within the background screening industry.

Responsibilities:

• Lead, coach, and develop a team of 14 AssureHire Customer Success/Account Management professionals, building a team that operates independently rather than depending on you to resolve every issue personally
• Own budgeted quotas for recurring revenue retention across the background screening client base, for both yourself and your team
• Build strong cross-functional partnerships across Product, Compliance, Operations, and Sales to deliver on all Customer Success programmes
• Drive continuous improvement of renewal, add-on sales, and services engagement processes — with particular attention to how screening turnaround times (TAT), accuracy rates, and FCRA/compliance changes affect client satisfaction and retention
• Serve as the executive escalation point for critical accounts, prioritising true escalations over day-to-day noise
• Collaborate with operational teams to build product retention analytics reporting (adoption, TAT trends, dispute/adjudication volumes, renewal risk indicators) to inform leadership decisions
• Partner with marketing and participate in industry events (e.g. PBSA) to build customer advocacy and thought leadership within the screening industry

Requirements:

• 5–10 years of combined experience in account management and customer success, specifically within the background check/screening or consumer reporting industry
• Progressive experience leading customer success or account management teams — genuine people leadership, not just account ownership
• Working knowledge of FCRA requirements, adjudication workflows, and other regulatory considerations affecting the background screening client experience
• Experience designing and using key metrics (TAT, accuracy, adoption, churn, NPS/CSAT) to lead teams and programmes proactively
• Strong Excel and Salesforce expertise, with the ability to communicate credibly with compliance and legal stakeholders
• Experience integrating Customer Success teams following mergers or acquisitions of screening companies
• Experience working in a PE-backed environment
• Familiarity with ATS and HRIS integrations common in the screening industry
• Experience attending or presenting at industry events (e.g. PBSA)
• Background in a fast-paced, regulation-sensitive environment outside screening (e.g. fintech KYC/KYB, healthcare compliance) for candidates without direct screening experience