Customer Success Manager

Overview

Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who thrive at Mitratech are people who balance individual excellence with teamwork. We value enthusiasm, ownership, transparency, continuous improvement, and a dedication to delivering the best possible experience for our clients. If you like people and technology, you’ll fit right in.

Customer Success Managers (CSMs) are trusted advisors to our clients. The role focuses on client contact, training, and driving consistent use of Mitratech’s standard processes, support tools / documents, best practices webinars, and suggested solutions to business pain points. The Client Success Manager is the client’s go-to point of contact during the entire client lifecycle and helps ensure client success and increased utilization of Mitratech applications.

As a CSM, you will build a deep understanding of Mitratech products to promote better user onboarding, increased user adoption, and ongoing refinement of the solution as needs change over time. You will work closely with other Mitratech roles as the client moves through the lifecycle. This role does not require any specific sales targets, though client retention and growth are the overall goals.

Please note : This position is open only to candidates currently residing in Mexico. Applications from outside of Mexico will not be considered.

• Represent Mitratech to clients through regular, positive, and professional communication
• Proactively drive end user adoption through product-focused meetings, tips and tricks, and user adoption check-ins
• Manage a portfolio of renewals with the expectation of expanding the base portfolio through negotiating multi-year renewals, annual price increases, and identifying expansion opportunities to collaborate with the sales team to close
• Track and document clients’ measures of success throughout the lifecycle and demonstrate value as goals are met
• Shepherd projects to completion by collaborating with the right people internally and on the client side to move projects forward
• Lead webinars, publish knowledge base articles, and how-to videos for customers and internal teams
• Conduct formal training classes for new users
• Maintain regular cadence with sales and account management to communicate insights that could impact the client relationship and retention efforts
• Manage and respond to product usage metrics and trends
• Collaborate with Marketing to build client advocacy through events, thought leadership materials, and other activities
• Partner with every Mitratech department to meet daily client needs, communicate long-term client needs, and advise on future client efforts

Requirements & Qualifications :

We are an equal opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.

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