Senior Manager, Customer Success & Account Management Team
About the role
We're not looking for another Account Manager — we're looking for a leader who can build one.
About the Role
Mitratech's AssureHire Customer Success/Account Management team supports our background screening clients through onboarding, renewals, and day-to-day account health — in an industry where clients typically aren't tied into long-term contracts, so retention depends entirely on service quality.
This person will own and lead a team across the entire AssureHire account management function, including both team performance and their own recurring revenue retention quota. You will drive customer retention by optimising product adoption and expansion (including screening packages, adjudication tools, ATS/HRIS integrations, and compliance modules), ensuring we continue to deliver measurable value to our screening clients. The right leader will develop the team to operate with autonomy rather than resolving every escalation personally, while partnering closely with leadership across the organisation to execute retention strategies that reflect the regulatory and operational realities of the screening industry.
What You'll Do
- 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