Sr. Customer Success Manager

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.

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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. Because we care about our candidates, employees and customers, we include an in-person meeting as part of our hiring process.

It’s one of the ways we live our mission to “Protect What’s Real.”

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.

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.

• Bachelor’s degree or equivalent experience.
• At least 5 years of experience in Customer Success, focused on enterprise accounts in a SaaS environment or related Customer experience.
• At least 3 years of hands on experience with identity verification or fraud detection technology, such as document authentication, biometric matching, liveness detection, or behavioral and velocity based risk signals
• 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
• Familiarity with reading technical documentation, release notes, or API specs well enough to explain functional changes to non technical stakeholders.
• Willingness to travel domestically up to 25% for customer and team collaboration

• Experience with Mitek technology or similar fraud detection and IDV analytics 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, Churn Zero) to manage accounts and drive engagement.
• Ex…