Sr. Customer Success Manager (Fintech)

TL;DR

Sr. Customer Success Manager (Identity Verification/Fraud Prevention): Managing strategic enterprise accounts for a digital identity platform with an accent on driving product adoption and ensuring measurable business value. Focus on bridging the gap between technical API/integration challenges and executive-level business strategy.

Location: Remote (Must be based in the United States)

Company

Mitek is a global leader in digital and biometric identity authentication, fraud prevention, and mobile deposit solutions trusted by over 7,500 organizations.

What you will do

• Manage strategic enterprise accounts by building and executing success plans aligned with customer goals.
• Monitor account health, including model performance and integration stability, to provide strategic recommendations.
• Lead Quarterly Business Reviews (QBRs) with executive stakeholders to showcase value and shape future strategy.
• Partner cross-functionally with Account Managers, Professional Services, Support, and Product teams.
• Drive the adoption of new features and product releases by translating capabilities into customer guidance.
• Lead high-stakes technical escalations, partnering with Engineering to drive resolution while maintaining customer confidence.

Requirements

• Must be based in the United States.
• 5+ years of experience in Customer Success focused on enterprise accounts in a SaaS environment.
• 3+ years of hands-on experience with identity verification or fraud detection technology (biometrics, liveness detection, etc.).
• Ability to read and explain technical documentation, release notes, and API specifications to non-technical stakeholders.
• Willingness to travel domestically up to 25% for customer and team collaboration.
• Bachelor's degree or equivalent professional experience.

Nice to have

• Working knowledge of Tableau or other BI tools for data analysis.
• Experience with Customer Success platforms such as Totango, Gainsight, or ChurnZero.
• Knowledge of regulatory frameworks like KYC, AML, or GDPR.
• Experience managing custom backends or non-standard integrations for enterprise accounts.

Culture & Benefits

• Comprehensive wellness package including universal, supplemental, and private healthcare.
• Financial security through retirement/pension contributions and MTK stock plan participation.
• Generous paid time off, including annual leave, company holidays, and volunteer time off.
• Support for professional growth via e-learning licenses, tuition reimbursement, and hackathons.
• Practical perks such as a home office setup allowance and identity theft protection.
• Eligibility for a 20% bonus and a new hire equity grant.