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Senior Manager, Enterprise Customer Success

San Francisco, California, United States

About Checkr
Checkr builds people infrastructure for the future of work. We've designed a faster—and fairer—way to screen job seekers. Established in 2014, Checkr puts modern technology powered by machine learning in the hands of hiring teams, helping to hire great new people with an experience that’s fast, smooth, and safe. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. 

A career at Checkr means collaborating with brilliant minds, disrupting an industry, and opening channels of employment to often overlooked candidates. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company.

About the role/team:

As a Senior Manager of Checkr’s Enterprise Customer Success team, you will lead a team of Enterprise Customer Success Managers dedicated to delivering exceptional value realization, fostering strong customer relationships, and ensuring a delightful customer experience. You will be accountable for achieving ambitious account goals, enhancing operational efficiency, and providing exceptional leadership and mentorship to your team members. You will collaborate closely with cross-functional professionals who thrive on collaboration, grit, and continuous learning. Your leadership will be vital in fostering a culture of excellence, acting with integrity and transparency, and serving as a trusted advisor to your team and our customers. You will ensure the overall health and success of Checkr’s Enterprise accounts, contributing to improved logo retention, gross dollar retention, net revenue per check, and net promoter scores.

Responsibilities:

  • Lead and develop a high-performing team: Recruit, mentor, and manage experienced Customer Success Managers, fostering their professional growth, encouraging decision-making, and ensuring they have the tools and support to excel.
  • Oversee strategic customer relationships: Ensure strategic alignment with key customers, acting as an escalation point for critical issues and fostering strong, trust-based partnerships up to VP and SVP levels within customer organizations.
  • Drive customer success initiatives: Develop and implement strategies to maximize customer value realization, satisfaction, and retention across your team's portfolio, looking beyond specific challenges to identify systemic improvements.
  • Collaborate cross-functionally: Partner with Sales, Account Management, Product, Engineering, Support, and Executive teams to advocate for customer needs, share information openly, and drive continuous improvement.
  • Achieve operational excellence: Monitor team performance metrics, manage resources effectively, and ensure adherence to best practices while encouraging innovation and simplification.
  • Facilitate account expansion: Collaborate closely with Account Management to identify and pursue account growth and expansion opportunities, aligning with customer goals and delivering additional value.

What you bring:

  • Experience and Leadership: At least 6 years of experience in Customer Success, Account Management, or related roles, with a minimum of 3 years in a leadership or managerial position.  Proven ability to lead, manage, and develop a high-performing team.
  • Problem solving: Demonstrated ability to simplify and solve complex problems using critical thinking, creative approaches, and structure.  Proficient in using data and analytics to solve problems, identify systemic issues, and drive performance improvements.
  • Communication: Excellent written and verbal communication skills, able to articulate complex concepts clearly, adapt your communication style to different audiences, and remain approachable.
  • Integrity and Inclusion: Known for candor, transparency, and treating everyone with respect. Work well with people of different backgrounds, identities, values, and cultures.
  • Passion and Drive: Inspire others with your drive for excellence, maintain a tenacious and optimistic attitude, and care deeply about winning and your teammates.
  • Willingness to travel: Ability to travel domestically up to 25% for customer engagements and team meetings.

What you get:

  • A challenging and collaborative environment.
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental, and vision coverage
  • Up to $25K reimbursement for fertility, adoption, and parental planning services
  • Flexible PTO policy
  • Learning and development allowance
  • Monthly wellness stipend and home office stipend

At Checkr, a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. We provide in-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.

One of Checkr’s core values is Transparency. We’ve decided to disclose salary ranges in all our job postings to live by that value. We use geographic cost of labor as an input to develop ranges for our roles, and as such, each location where we hire may have a different range. If this role is remote, we have listed the full range of possible compensation, but we will specify the exact range for your location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.

The on-target earnings range for this role is $201,342 to $236,873 in San Francisco, CA

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.

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