Enterprise Customer Success Manager

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 Role

Truework, recently acquired by Checkr, provides access to crucial employment, income information and asset information needed for mortgage loans, apartment rentals, background checks, and more. We are disrupting a $5B+ industry, dominated by legacy incumbents and outdated processes, with a better product and intense customer focus. Within Checkr, Truework operates independently, allowing rapid iteration while also being able to leverage the strengths and assets from our core business. Think of it like joining a startup within a startup!

We are seeking an Enterprise Customer Success Manager to join the Truework team. Truework CSMs drive meaningful impact with our customers through delivering a high-touch customer experience, performing key account management duties that drive high retention rates, customer satisfaction, full product adoption, and new growth opportunities. The primary goal of a Truework CSM is to ensure that Truework meets the needs of our customers, helping them achieve their organizational goals through the use of our solution. This position is designed for an experienced Customer Success Manager who has a keen attention to detail, has a proven success in developing high-value, lasting relationships with Enterprise accounts, is articulate, credible, and metrics driven.

Position Responsibilities:

• Own Customer Success responsibilities for 30-40 Enterprise accounts (TCV ranging $50k-$500k)
• Perform initial onboarding and ongoing training of customer accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifecycle
• Facilitate customer contract renewal 
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Serve as the income & employment subject matter expert (SME) providing guidance and addressing challenges on the implementation of Truework and ongoing use of our service in their processes
• Perform periodic customer success reviews that unpack account performance, track milestone progress, and expand the use of Truework throughout the account
• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Truework
• Review customer usage patterns to gather insights, provide guidance and highlight risk
• Serve as the primary interface to manage and resolve any critical issues with the help of the Technical Support and Operations team
• Team player that provides expert customer insights to Sales for additional product and service growth opportunities, and to Product Management and Marketing on what innovation and continuous improvement is needed in the user experience, product capabilities/features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates.
• Exceed all performance targets, including increasing net retention and growth of customer volume
• Partner and strategize with Account Managers to identify/execute expansion opportunities

What you bring:

• 3+ years customer success experience, preferably for a SaaS or financial services product
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
• Outstanding multi-task task management skills across a varied set of responsibilities
• Passion for working with lenders and a desire to deeply understand the Truework Income benefits, use cases, and technical elements
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
• Ability to build credibility and trust by understanding and addressing customer requirements
• Willing to travel periodically based on customer and business need

What you get:

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive compensation and opportunity for advancement
• 100% medical, dental and vision coverage
• Unlimited PTO policy
• Monthly wellness stipend, home office stipend

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. Starting January 2026, hub-based employees will be expected to work from the office 3 days per 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 $128,000 - $151,000 in San Francisco.

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.