Enterprise Customer Success Manager
The Enterprise Customer Success Manager at Checkr is responsible for managing a portfolio of 30-40 enterprise accounts, each with an annual contract value ranging from $50,000 to $500,000. This role involves performing initial onboarding, ongoing training, and ensuring strong adoption and engagement throughout the customer lifecycle. The manager will facilitate contract renewals, execute comprehensive engagement strategies to maintain high customer satisfaction, and serve as the subject matter expert on income and employment verification services. Periodic success reviews will be conducted to assess account performance, track milestones, and identify opportunities to expand the use of Truework within each account. Additionally, the role includes developing tools, processes, and best practices to maximize customer value, reviewing usage patterns to provide insights, and managing critical issues in collaboration with technical support and operations teams. The manager will also provide customer insights to sales for growth opportunities and to product management and marketing for continuous improvement. Performance targets include increasing net retention and customer volume growth, as well as partnering with account executives to identify and execute expansion opportunities.
Candidates should have at least 3 years of customer success experience, preferably in a SaaS or financial services environment. They must demonstrate the ability to maintain valuable, outcome-based relationships with a diverse customer base and possess strong multitasking skills across various responsibilities. A passion for working with customers and a deep understanding of Truework's income products, use cases, and technical elements are essential. Strong communication skills are required to explain technical subjects to non-technical personnel in large enterprises. The ability to build credibility and trust by addressing customer requirements is crucial. Willingness to travel quarterly based on business needs is expected. An A-player mindset with a strong bias for action, urgency, resilience through ambiguity, and ownership to deliver meaningful outcomes is highly valued.
Checkr offers a fast-paced and collaborative environment with opportunities for learning and development. Competitive cash and equity compensation are provided, along with 100% medical, dental, and vision coverage. Additional benefits include up to $25,000 reimbursement for fertility, adoption, and parental planning services, a flexible PTO policy, and a monthly wellness stipend.
Checkr is committed to building the best product and company by hiring talented and qualified individuals with diverse perspectives and experiences. The company believes in hiring people from all backgrounds, including those impacted by the justice system, in accordance with applicable laws.