Senior Manager, Account Management

Mitratech is a proven global technology partner for corporate legal and compliance teams, including background screening and consumer reporting organizations. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who 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. Job Overview This role requires a strategic business leader with a proven track record of customer growth in the background check/screening industry — someone who can develop strategy, drive operational improvements, and translate them across the business. You will lead customer retention by optimizing product adoption and expansion (screening packages, adjudication tools, ATS/HRIS integrations, compliance modules), driving customer retention, and ensuring we continue to deliver measurable value to our screening clients. You will work closely with other leaders across the organization to develop and execute retention strategies that reflect the regulatory and operational realities of the screening industry. Responsibilities This individual will be tasked with achieving budgeted quotas for recurring revenue retention within our background screening client base. They will lead the Customer Success function and team, building strong partnerships across Product, Compliance, Operations, and Sales to deliver on all Customer Success programs. A critical part of this role is driving continuous improvement of the renewal, add-on sales, and services engagement process — with particular attention to how screening turnaround times (TAT), accuracy rates, and FCRA/compliance changes affect client satisfaction and retention. This individual will partner closely with leadership to set goals that minimize attrition while maximizing ROI and alignment to company goals, ensure client feedback (including feedback tied to screening product performance, integration issues, and compliance updates) is communicated and leveraged throughout the organization, integrate the Customer Success teams of acquired screening companies, and serve as the executive escalation point for critical accounts. Performance Criteria Meet and/or exceed annual team targets for both retention and new business within the background screening portfolio. Leadership: ability to lead and inspire others; willingness to give both positive reinforcement and constructive feedback; professional presence and ability to communicate effectively with custo...