Senior Manager Customer Success

Title: Senior Manager Customer Success, Mid Market and SMB Accounts

Location: Remote, United States

Checkr’s mission is to build a fairer future by designing technology to create opportunities for all. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $5B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.

A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation.

Checkr’s mission is to build a fairer future by designing technology to create opportunities for all. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $4.6B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include, Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.

A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation.

As Sr. Manager, Customer Success – Scale you will be responsible for driving customer growth and retention by ensuring that our clients are healthy and enjoying the full value of the Checkr solution. You will lead an elite and professional team that succeeds through collaboration, tenacity, and constant improvement. You will be a strategic leader who works closely with the team, other departments, and senior leadership to develop best-in-class processes to consistently delight our rapidly growing customer base.

Our Customer Success team is proactive, intuitive, and are dynamic in the sense that they can work with different personalities and a broad range of customers who are in different phases of the customer lifecycle. Informed, organized and generally curious, our team loves working with clients and ensuring their success.

Responsibilities:

• Manage, train, coach, and energize a team of 10+ CSMs, including at least one other people manager / team lead
• Build a queue-based system using Salesforce workflows to manage capacity and execution of both reactive and proactive CSM-customer engagements
• Partner w/ Marketing and CSMs to create scaled content and programming such as webinars, circles of success, and educational videos
• Drive analysis and planning in order to constantly iterate our highly transactional customer model
• Successfully structure, plan, and drive the team to achieve business goals which may include metrics such as:
  • Customer engagement (% customers engaged / Q)
  • Customer adoption/health (% customers utilizing platform, features)
  • Quantifiable business value / outcomes (% of customers >100% targets)
  • Renewal (gross retention rate)
  • Expansion (net retention rate)
  • CSAT/NPS
  • Average contract length
• Collaborate with other teams (Solutions Engineering, Product, Engineering, Sales, Customer Support and executive leads) to be the voice of the team and their clients
• Draft and present executive and customer facing presentations, both in slide and written memo formats
• Work with Checkr’s technical teams on major and/or trending feature requests
• Partner with the Sales or Services teams on any revenue opportunities

What you bring:

• High level of proactiveness, follow-through, energy, and passion for solving complex customer problems at scale
• Strong analytical, data, and problem solving capabilities – ability to find signals from disparate data across thousands of highly transactional customers
• 5+ years of customer success, account management, or services/consulting experience in a B2B SaaS or transactional organization
• 2+ years of management experience in a high paced VC/PE backed start-up environment
• Successfully managed $10M+ books of business with large numbers of transactional SMB and Mid Market customers
• Deep understanding and strong point of view of customer success processes for SMB/MM customers
• Excellent written and verbal communication skills – able to simplify complex topics into customer presentable documents – and coach team members to improve their communication skills
• Exceptional team building capabilities
• Ability to excel in ambiguous and complex situations – able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment
• General knowledge of the top cloud-based applications i.e. Salesforce, Zendesk, Google Apps, Looker, etc.

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
• Flexible PTO policy
• Monthly wellness stipend, home office stipend

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. The salary range for this role is $124,147 to $258,405 OTE.

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.