Senior Manager, Customer Success & Account Management Team

Mitratech is a proven global technology partner for corporate legal and compliance teams, as well as background screening and consumer reporting organisations. Our approach to work is proactive, collaborative, and committed. The professionals who thrive at Mitratech know how to balance individual excellence with teamwork. We believe our employees' enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, and continuous improvement, along with a dedication to driving the best possible experience for our clients — including CRAs (Consumer Reporting Agencies), employers, and screening partners who rely on accurate, compliant, and timely results. In other words, if you like people, technology, and the fast-moving world of background screening, you'll fit right in. We're not looking for another Account Manager — we're looking for a leader who can build one. This is a people-leadership role overseeing an existing team of 14 account managers/CSMs — not an individual-contributor position. It requires 5–10 years of account management/customer success experience specifically within the background check, screening, or consumer reporting industry, and someone who can develop strategy, drive operational improvements, and translate them across the business. 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 processes — with particular attention to how screening turnaround times (TAT), accuracy rates, and FCRA/compliance changes affect client satisfaction and retention. Serve as the executive escalation point for critical accounts, prioritising true escalations over day-to-day noise. Collaborate with operational teams to build product retention analytics reporting (adoption, TAT trends, dispute/adjudication volumes, renewal risk indicators) to inform leadership decisions. Partner with marketing and participate in industry events (e.g. PBSA) to build customer advocacy and thought leadership within the screening industry. Required Qualifications Experience 5–10 years of combined experience in account management and customer success, specifically within the background check/screening or consumer reporting industry. Progressive experience leading customer success or account management teams — genuine people leadership, not just account ownership. Knowledge & Skills Working knowledge of FCRA requirements, adjudication workflows, and other regulatory conside…