Head of Customer Success & Pre-Sales, Checkr Trust

About Checkr
Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.

We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company.

As a Head of Customer Success & Pre-Sales for Checkr Trust, you will be in charge of building our Customer Success and Pre-Sale function. You will be responsible for driving product adoption, growth, value, and partnership with our customers. Success in this role will be measured by your ability to deepen existing relationships through strategic alignment, supporting closing deals, upselling customers, accelerating path to revenue and building a high performance team. You will work with fellow professionals who succeed through collaboration, grit, and constant learning.  You will also partner directly with the head of sales through polished communication and strong executive presence, allowing you to act as a trusted advisor and advocate while ensuring the overall health of all Checkr Trust accounts, both during and after the sales cycle.

What you’ll do

• Hire and manage a CSM and Pre-Sales team, while guiding its strategy with attention to efficient cash management
• Setup a support program for our customers, ensuring high quality, quick answers, and extremely high customer satisfaction
• Develop SOP (standard operating procedures) for the CSM & Pre-Sales functions
• Support sales team and offering technical guidance during sales process
• Manage relationships with existing customers, prioritizing issues, accelerating path to revenue, and upselling customers to new products
• Diagnose and troubleshoot high-level  technical issues by reviewing logs (or other methods) to ensure customer satisfaction
• Ability to understand customer analytics requests, ask appropriate discovery questions, and present insights/outcomes in a business context along with opportunities for future  improvements
• Act as a strong voice and internal advocate for customers

What you bring

• 8+ years of combined Customer Success, Pre-Sales and support experience managing large enterprise relationships with deep technical/product needs. You have served a $20M+ book of business with your company’s largest strategic clients
• Experience managing and building high quality teams: you are expected recruit top talent
• Technical background that enables you to rapidly understand the Checkr Trust product 
• Technical ability to understand customer workflow nuances and their impact
• Experience with common software applications i.e. Zendesk, Salesforce, Google Apps, etc., and the ability to conduct basic analytics using BI tools like Looker
• Experience in a B2B software technology company. HR tech industry experience a plus
• You are willing to travel up to 20% as needed for customer-facing or internal team meetings

At Checkr, we believe 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. In-office perks are provided, 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. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. 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 top to the bottom of the possible range, but we will specify the target range for an exact 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  $205,000 to $241,000 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.