Job description
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.
At Mitek, we believe that teams are more resilient, effective, and innovative when they benefit from a wide range of ideas, lived experiences, and perspectives. The strength of our organization is deeply rooted in the people who power it.
We know that a workforce reflecting the richness of our communities and customers helps us better serve their needs. These lived experiences influence our decisions, shape our products, services, and help us grow with intention. When it comes to talent, our goal is clear: to discover exceptional individuals and to ensure they discover us. We prioritize drive, skill, experience, and ambition in everything we do for our clients.
We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.
Mitek’s valued customers require guidance and management to achieve their desired technical, operational, and business outcomes. Our Customer Success team is seeking a Sr. Customer Onboarding Manager to take ownership of our post-sales customer relationships to drive customers to reach those goals.
You will coordinate internal resources and work directly with our customers to project manage their implementation and onboarding. Your objective will be to manage a customer’s first 6 months with Mitek, delivering them to a state where they are successfully utilizing Mitek’s products in their production work stream.
What You Will Do (Core Responsibilities):
- Responsible for guiding new customers from contract signing, through onboarding, to a point where they are successfully utilizing Mitek’s products.
- Be the Directly Responsible Individual (DRI) for speed and quality of each customer’s implementation, deployment, and optimization of Mitek products. This role will Project Manage a variety of other resources, but will own the project’s overall success.
- Customer Onboarding Manager is responsible for coordinating various technical, marketing, product, and compliance teams within Mitek to facilitate the Customer’s desired technical and business outcomes.
- Implementing long and short term project plans shared between Mitek and enterprise customers.
- Developing and iterating customer onboarding strategy and methodology for enterprise customers across several verticals with the goal of minimizing onboarding time, and post-launch delays to growth.
- Communicate project status internally and externally, escalate when necessary, and develop risk mitigation strategies for any blockers.
- Properly manage escalations related to issues encountered during implementation and initial customer go live.
Who You Are (Soft Skills):
- Customer-centric trusted advisor who builds confidence and drives successful outcomes during the critical first 6 months .
- Accountable owner (DRI) who takes full responsibility for onboarding speed, quality, and results.
- Cross-functional influencer who aligns and motivates teams without formal authority.
- Clear, structured communicator who manages expectations, risks, and escalations effectively.
- Calm, solution-oriented problem solver in high-pressure and ambiguous situations.
- Strategic and process-minded thinker who continuously improves onboarding methodologies.
- Self-starter who thrives in ambiguity and drives progress proactively.
- Detail-oriented executor with strong planning, prioritization, and risk awareness.
- Internal customer advocate who provides constructive, actionable feedback to Product teams.
- Data-informed decision maker who uses insights to optimize onboarding and growth outcome.
What You Need (Qualifications):
- Skills and abilities typically associated with 5 or more years of experience working in an implementation or onboarding manager role with solid project management experience in cloud-based SaaS environments.
- Proven experience managing customers through challenging situations by finding solutions and work arounds.
- Excellent project management skills and familiarity with modern practices and methodologies.
- Knowledgeable in API’s, customer education/ training, and troubleshooting issues.
- Providing excellent, detailed feedback to Product teams to enhance the offerings.
What would be nice (preferred skills & experience):
- Experience working in the financial industry or onboarding financial customers.
- Knowledgeable in Agile, Scrum, or Kanban.
- Working with productivity and CRM tools like Jira, Confluence Salesforce, Miro, and Catalyst.
- Ability to drill into reporting and dive into data analytics.
- Usage of AI tooling to enhance productivity.
We take pride in enabling career growth in an environment of innovation and teamwork. Our commitment to all Mitekians is to do meaningful work that matters.
Our culture is defined by delivering our best to our customers by providing high value solutions and impactful outcomes, by continuously challenging convention, and by caring for each other through collaboration and celebrating our successes. We are committed to creating competitive, equitable compensation & benefits programs and career development opportunities.
We sincerely appreciate your interest in Mitek. We know your time is valuable and look forward to the potential of speaking with you further!
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
