Customer Success Manager

About Us
Miter is a leading HCM (Human Capital Management) platform designed for the $2 trillion construction industry. Miter simplifies construction workforce management, payroll, HR, and expense management, enabling contractors of all sizes to focus on growing their businesses. Miter is growing rapidly and backed by leading venture capital firms including Bessemer and Coatue.

Role Overview
As a Customer Success Manager, you will own the post-onboarding relationship with a book of customers for long-term success with Miter. You’ll monitor and increase usage, product adoption, identify training and upsell opportunities, regularly show the value of Miter, and renew customers at industry leading rates . You’ll have exposure to all functional areas within Miter - Sales, Engineering, Product, Customer Success and more. There will also be opportunities to ideate and own critical projects to help build the foundation to further improve the customer experience.

The performance of this role will be judged by Net Revenue Retention, product adoption, health scores and potentially other initiatives defined on a quarterly basis.

Responsibilities

• Become the trusted advisor to your customers by being a Miter expert, deeply understanding their goals, showing the value of Miter and retaining customers at the highest levels

• Create content, including webinars, videos, training, check-in articles, documents, email templates, and other repeatable resources that make it easier for clients to grasp complex concepts

• Own customer issues to resolution and escalate as needed. Have clear judgment on what is user error, poor training, bugs in the product, and feature requests

• Conduct Executive Business Reviews with key decision-makers, and going onsite when needed

• Build and leverage health scores and systems to monitor and take necessary action to improve the health and performance of our customers

Qualifications

• 5+ years of work experience in consulting or Customer Success, ideally in a fast-growing technical SaaS company

• Excellent presentation, written and verbal communication skills with various levels, including C-level executives

• Tireless work ethic and determination

• Consistently improved NRR for MM & ENT customers

• Proven track record of working collaboratively within the immediate team and cross-functionally with Product, Engineering, Support and Sales

• High customer empathy and passion to train customers and help them succeed

• Attention to detail and strong organization skills to consistently and effectively manage and serve 40+ customers at a time

What We Offer

• Competitive salary

• Sponsored health plans

• 401(k) match

• Unlimited vacation

Equal Opportunity
Miter is proud to be an equal opportunity employer that values diversity. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Miter is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.