Senior Customer Success Manager

Mitek Systems; United Kingdom; Remote; GBP 50,000 - 80,000; Full time

Job summary

A leading technology company is seeking a Customer Success Manager in the UK to manage strategic enterprise accounts and ensure customer satisfaction. The ideal candidate will have at least 5 years of experience in Customer Success within a SaaS environment, possess strong communication skills, and be customer-centric. Benefits include a home office allowance and an annual bonus based on performance.

Benefits

Home Office Allowance

25 days of paid holiday

Comprehensive private medical insurance

Life assurance policy

Annual allowance for professional courses

Pension contribution

Qualifications

• At least 5 years of experience in Customer Success focused on enterprise accounts in a SaaS environment.
• Strong understanding of the SaaS customer lifecycle and best practices for managing strategic accounts.
• Exceptional communication skills with the ability to influence executives and align stakeholders.

Responsibilities

• Manage strategic enterprise accounts and build success plans.
• Monitor customer metrics to provide strategic recommendations.
• Foster executive relationships and manage escalations.

Skills

Customer-centric

Problem solving

Flexibility

Executive presence

Strong communication skills

Planning and organization

Education

Bachelor's degree or equivalent experience

Tools

Tableau

Totango

Job description

Mitek(NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.

At Mitek, we believe that teams are more resilient, effective, and innovative when they benefit from a wide range of ideas, lived experiences, and perspectives. The strength of our organization is deeply rooted in the people who power it.

We know that a workforce reflecting the richness of our communities and customers helps us better serve their needs. These lived experiences influence our decisions, shape our products, services, and help us grow with intention. When it comes to talent, our goal is clear: to discover exceptional individuals and to ensure they discover us. We prioritize drive, skill, experience, and ambition in everything we do for our clients.

We are Virtual 1st! Whether you choose to work remotely from your home office or in‑person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.

Our Customer Success Managers are accountable for the operational aspects of the post‑sales journey, ensuring smooth execution, adoption, and rapid response to customer needs. Acting as proactive, trusted advisors, they anticipate challenges, surface opportunities, and help drive satisfaction, renewal, and expansion.

Rooted in Mitek’s purpose—protecting what’s real in a world fraught with fraud and evolving threats—CSMs embody this mission in every interaction. They build trusted partnerships through a strategic, high‑touch approach for our enterprise customers, while leveraging scalable, data‑driven engagements to support our broader customer base.

Guided by Mitek’s guiding principles—One Team, Trust, Excellence, Ambition, and Innovation—our CSMs work cross‑functionally with Sales, Professional Services, Product, and beyond to ensure customers achieve their goals with confidence and clarity, while driving long‑term value and growth for both our clients and the business.

What You Will Do (Core Responsibilities)

• Manage strategic enterprise accounts: Build and execute success plans that define measurable business outcomes, ensuring alignment with customer goals and stakeholder engagement.
• Monitor customer metrics and account health: Analyze adoption, usage, and business results to provide strategic recommendations that reduce risk and drive growth.
• Partner with account teams: Work closely with Account Managers, Professional Services, Support, and Product to deliver a seamless, value‑driven customer experience.
• Lead Quarterly Business Reviews (QBRs): Facilitate executive‑level discussions that align progress to business outcomes, showcase value, and shape future strategy.
• Navigate complexity with confidence: Anticipate challenges in large organizations, uncover opportunities, and take decisive action to deliver additional value.
• Drive adoption and outcomes: Ensure customers realize maximum value from Mitek’s solutions, driving adoption, renewal, and expansion opportunities.
• Foster executive relationships: Build and maintain trusted partnerships with senior leaders and key stakeholders, serving as a strategic advisor.
• Lead escalations: Take point during high‑stakes issues, aligning stakeholders, driving resolution, and maintaining customer confidence.
• Champion continuous improvement: Drive initiatives that enhance customer processes and strengthen Mitek’s internal operations for greater efficiency and impact.

Who You Are (Soft Skills)

• Customer‑centric: Empathy, love for problem solving and uncovering opportunities.
• A servant leader with a growth mindset who inspires collaboration.
• Flexible with a “can do” attitude under high pressure situations.
• Ability to roll up your sleeves and do the job yourself.
• Able to align customer outcomes to business value, renewal and expansion.
• Demonstrate strong executive presence, able to influence and lead conversations at the highest levels.
• Self‑starter with a results orientation, and the ability to thrive in a team‑based environment.
• Data‑driven accompanied with creative problem‑solving skills.
• Excellent interpersonal and relationship management skills.
• Excellent written and oral communication skills that are savvy, concise, and succinct.
• Planning, organization, and facilitation skills that create high‑value experiences for every engagement.
• Ability to manage and influence others.

What You Need (Qualifications)

• Bachelor’s degree or equivalent experience.
• At least 5 years of experience in Customer Success, focused on enterprise accounts in a SaaS environment.
• Proven ability to map complex customer business processes to product capabilities, creating measurable business value.
• Demonstrated experience in leading change and driving digital transformation in enterprise environments.
• Strong understanding of the SaaS customer lifecycle, engagement strategies, and best practices for managing strategic accounts.
• Exceptional communication skills with the ability to influence executives, build trusted advisor relationships, and align stakeholders.
• Strong organizational and time management skills; able to prioritize and manage multiple strategic accounts simultaneously while effectively navigating escalations.
• Strong analytical and problem‑solving skills; able to prioritize with data and build insights to influence stakeholders.
• Willingness to travel within the UK or EU for customer and team collaboration, up to 20% of the time.

What would be nice (preferred skills & experience)

• Experience with Mitek technology or similar fraud detection and IDV (Identity Verification) platforms.
• Working knowledge of Tableau or other BI tools to analyze and present customer and operational data.
• Knowledge of Totango or similar Customer Success platforms (e.g., Gainsight, ChurnZero) to manage accounts and drive engagement.
• Fluency in Spanish and/or Italian preferred but not essential for the right candidate.

What We Provide (Benefits)

• Home Office Allowance: Up to £500 to support your remote work setup.
• Annual Leave: 25 days of paid holiday.
• Private Healthcare: Comprehensive private medical insurance coverage.
• Life Insurance: Company‑provided life assurance policy.
• Learning & Development: Annual allowance for approved professional courses, plus access to a LinkedIn Learning license.
• Pension: Mitek contributes 6% of your base salary, and you contribute 3%.
• Incentive Bonus: Eligibility for an annual performance‑based incentive bonus (up to 20%).

We take pride in enabling career growth in an environment of innovation and teamwork. Our commitment to all Mitekians is to do meaningful work that matters.

Our culture is defined by delivering our best to our customers by providing high‑value solutions and impactful outcomes, by continuously challenging convention, and by caring for each other through collaboration and celebrating our successes. We are committed to creating competitive, equitable compensation & benefits programs and career development opportunities.

We sincerely appreciate your interest in Mitek. We know your time is valuable and look forward to the potential of speaking with you further!