Customer Success

About Us

Mitte is a transformative B2B platform revolutionizing the parking and mobility industry. Our mission is to simplify the complex landscape for parking operators by acting as the integration and data standardization backbone that connects all industry stakeholders. We are the bridge connecting payment apps, hardware, and operators, much like "the Twilio for parking". We are looking for a foundational team member to build and own our client relationships, ensuring they achieve maximum value from our innovative platform.

Role Overview

The Customer Success / Account Manager (CS/AM) is a critical, client-facing role that serves as the central hub for our existing and prospective customers. You will be the primary point of contact responsible for building strong, long-lasting customer relationships, ensuring client satisfaction, and driving long-term value and retention. This is a hybrid role encompassing proactive customer success, reactive support triage, commercial account management, and sales pipeline development. You will be the "voice of the customer" within Mitte, providing essential feedback that directly shapes our product and services.

Key Responsibilities

• Client Relationship & Account Management:
• Serve as the primary liaison and main point of contact for assigned clients, understanding their business goals and challenges to build strong, lasting relationships.
• Manage the commercial relationship for most accounts, including handling renewals, identifying upsell opportunities, and managing contracts.
• Conduct proactive check-ins to review product usage, share best practices, and ensure clients are realizing the full value of the platform.
• Onboarding & Customer Success:
• Lead and orchestrate the new client onboarding process, from the initial kick-off meeting to go-live, ensuring a smooth and efficient setup.
• Proactively guide clients on product adoption and feature utilization to help them achieve their desired outcomes and maximize their ROI.

Sales Prospecting & Lead Nurturing:

• Research and identify potential leads and key accounts within target markets to support business growth.
• Conduct initial outreach to prospects via email, calls, and social media to introduce Mitte's value proposition.
• Qualify inbound and outbound leads based on strategic fit, budget, authority, and timeline.
• Nurture relationships with potential clients through consistent follow-up and value-driven communication.
• Coordinate with the sales team to ensure a smooth handoff of qualified leads and schedule discovery calls.
• Maintain accurate and detailed records of all lead interactions and status updates in the company CRM.

Support & Issue Triage:

Act as the first line of support and the first point of contact for all client requests and issues.

Address and resolve issues directly when possible; for complex matters, perform initial triage and accurately route requests to the Product, Integrations, or Support (COO/Dev) teams.

Log all client interactions and issues in our internal system (Linear) using structured templates to ensure clarity, context, and traceability.

Client Feedback & Internal Advocacy:

• Systematically gather, structure, and translate client feedback, feature requests, and usage insights into actionable items for the Product team.
• Maintain and deliver a weekly "Voice of the Customer" summary to keep leadership aligned on client needs, recurring issues, and opportunities.
• Act as the communication hub between clients and internal teams, managing expectations and providing timely updates on request statuses.
• Documentation & Process Improvement:
• Develop and own client-facing documentation, such as user guides and best practice articles.
• Maintain an internal client wiki or account summary with key information like configurations, stakeholders, and recurring issues.

Support

Customer Inquiries & Issue Resolution: Responding to customer questions, troubleshooting problems, and resolving technical or operational issues in a timely manner.

Complaint Management: Handling customer complaints with professionalism, identifying root causes, and ensuring satisfactory resolutions.

Channel Activation & Management: Coordinating the activation and configuration of communication or integration channels

Qualifications & Experience

• Proven experience in a client-facing role such as Customer Success, Account Management, or technical support, preferably within a B2B SaaS environment.
• Experience with sales development or lead generation activities, including prospecting, lead qualification, and CRM management.
• Exceptional communication, interpersonal, and relationship-building skills.
• A natural problem-solver with the ability to diagnose issues and perform effective triage between technical and non-technical teams.
• Highly organized and process-driven, with experience using ticketing or project management systems (e.g., Linear).
• Ability to act as a "translator," turning client feedback into clear, structured requirements for product and development teams.
• A proactive mindset focused on long-term client value, retention, and strategic growth.

Reporting Structure

You will report directly to the Chief Revenue Officer (CRO) or, in the interim, the CEO. You will work in close collaboration with the COO, Head of Product, and Head of Technology.