Customer Success Lead, 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.

About the team/role

As the first Customer Success Lead for Checkr Trust, you will spearhead our customer success efforts and establish our customer success processes from the ground up. This is a highly technical and strategic role, with the potential to lead the customer success function as we scale. You will be responsible for driving product adoption, growth, and value, acting as a trusted advisor and advocate for our customers. Your success will be measured by your ability to deepen relationships, accelerate revenue, and build scalable processes. You will collaborate closely with the Head of Sales and other teams, leveraging your communication and technical skills, and executive presence to ensure the health of all Checkr Trust accounts.

What you’ll do

• Develop and implement SOPs for the CSM function, laying the foundation for future growth.
• Manage and nurture relationships with existing customers, prioritizing their needs and accelerating their path to revenue.
• Diagnose and troubleshoot high-level technical issues, ensuring customer satisfaction and product adoption.
• Understand customer analytics requests, ask insightful questions, and present outcomes in a business context, identifying opportunities for improvement.
• Act as a strong voice and internal advocate for customers, influencing product development and strategy.
• Ensure bookings quickly translate to revenue, addressing any barriers to customer launch and success.

What you bring

• 8+ years of combined Customer Success experience, managing large enterprise relationships with deep technical/product needs.
• Proven track record of serving a $20M+ book of business with strategic clients.
• Strong technical background, enabling rapid understanding of the Checkr Trust product and customer workflow nuances.
• Proficiency with software applications like Zendesk, Salesforce, Google Apps, and BI tools like Looker.
• Experience in a B2B software technology company; HR tech industry experience is a plus.
• Experience managing a CSM team and enforcing best practices, with a passion for building scalable processes.
• A proactive, adaptable mindset, with excellent problem-solving and communication skills, suited for a dynamic startup environment.
• Willingness to travel up to 20% for customer-facing or internal team meetings. 
• This role is hybrid, with 3 days of week co-located in our SF office (Tuesday, Wednesday, Thursday).

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 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 building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.