As Director of Customer Success, you will be responsible for driving customer satisfaction and loyalty by ensuring that our clients are engaged and enjoying the full value of the Checkr solution. You will lead a team of experienced Enterprise Account Managers that succeed 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, and assure successful customer renewals.
Manage a fast-growing team of Enterprise CSMs
Train, coach and develop current team of Enterprise CSMs
Become the primary leadership contact post-sales for enterprise deals
Establish a trusting relationship with client (technology owners, stakeholders and executive sponsors)
Interface and collaborate with other teams (Solutions Engineering, Product, Engineering, Sales, Customer Support and executive leads) to complete client goals (use case and account activities) and, in general, to be the voice of the customer to provide visibility and/or escalations
Communicate major updates and releases, ensuring client enacts changes based on need and interest
Analyze and monitor adoption and product utilization - alerting clients on any risk or general awareness based on these trending metrics
Work with the Product team on major and/or trending feature requests
Partner with the Sales or Services teams on any revenue opportunities
What you bring:
7-10 years of account management experience in a SaaS organization
5+ years of senior management experience in a start-up environment
Deep understanding of account management processes for customers of all sizes; enterprise, mid-market, and SMB
Excellent written and verbal communication skills - able to simplify complex topics
Flexible and 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. Gainsight, Zendesk, Salesforce, Google Apps, NetSuite, etc.
Enjoy planning, executing, winning, and celebrating as a team
Experience within the HR technology space is preferred
Live in the San Francisco Bay Area - can commute to Checkr HQ in San Francisco
What you get:
A fast-paced and collaborative environment where we leverage the latest technology
Hands-on coaching and professional development
Competitive compensation and opportunity for advancement – a true meritocracy
100% medical, dental and vision coverage
Unlimited PTO policy
Gym membership, transportation reimbursements
Catered lunch, dinner, and snacks
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