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Director, Customer Success 🔥


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.

As a Director, Customer Success you will be responsible for the strategic relationship management of a segment of enterprise & scale clients. You will ensure that customers are actively engaged and realize ROI and business value from their investment in Checkr solutions. This is a senior position (manager of managers) and the expectation is for the candidate to develop and coach a high-performing team that succeeds through collaboration, grit, and constant learning. A critical expectation is that this individual influences, leads, and delivers quantifiable business results via both direct line and dotted line / cross-functional organizations.

You will own the end-to-end customer engagement, adoption, renewal, and growth for entire sub-segments of customers and will be responsible for driving the success of our OKRs and annual scorecard. In addition, the Director, Customer Success will be expected to personally nurture and develop customer executive relationships. This individual will serve as a key evangelist both for Checkr as well as for Customer Success and is expected to operate in a proactive, forward thinking, and optimistic fashion.

 

Responsibilities:

  • You will hire, train, and manage a team of top-performing individuals and managers
  • You will serve as project manager and leader for critical cross-functional initiatives such as building a CS/Sales qualified lead engine or standing up Scaled programs for SMB/MM customers
  • You will 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
  • You will work closely w/ revops, finance, and sales to structure compensation & SPIFFS to reward customer health while also driving GRR and NRR goals 
  • You take high-level business goals and are able to define metrics, reports/dashboards, and executive memoranda and presentations that track progress, influence organizational behavior, drive forward-looking strategy, and identify areas of improvement. It is essential that this leader is capable of writing “board-level” memorandums and presentations

 

What you bring:

  • You are flexible and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced startup environment
  • Experience with the background/credit check industry or the interest and aptitude to learn complex concepts that touch upon technology, the law, and public policy
  • Minimum 10+ years of proven customer success, sales, and/or consulting experience with increasing levels of responsibility, including as a manager of managers
  • Previously owned and successfully grew a $20MM+ book of business
  • Professional experience in a software / SaaS environment
  • Excellent organization, project management, and time management skills
  • Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
  • Superior verbal and written communication skills
  • You learn quickly and are excited to take on challenging new projects
  • General knowledge of software applications (i.e. Salesforce, Zendesk, Google Apps)

 

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
  • Up to 25K reimbursement for fertility, adoption, and parental planning services
  • Flexible PTO policy
  • Monthly wellness stipend, home office stipend

The base salary for this position will vary based on geography and other factors.  In accordance with Colorado law, the base salary for this role if filled within Colorado is $187,850 - $221,000.

The base salary for this position will vary based on geography and other factors.  In accordance with New York law, the base salary for this role if filled within New York is $221,000 - $260,000.

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 [1].


  1. http://sfgov.org/olse/sites/default/files/Document/FCO%20Art.%2049%20Official%20Notice%20to%20print%202017.pdf

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