Director of Customer Success

About the role

As a Director of Checkr’s Strategic Customer Success team, you will lead a team of 5 experienced Customer Success Managers who are assigned to Checkr’s largest and most complex clients. You will be responsible for delivering exceptional value realization, fostering strong, executive-level customer relationships, and ensuring a delightful customer experience. This role reports to the Senior Director of Customer Success.

What You'll Do

• Lead and develop a high-performing team: Recruit, mentor, and manage a team of experienced Customer Success Managers, fostering their professional growth, encouraging decentralized decision-making, and ensuring they have the tools and support to excel in a complex strategic environment.
• Oversee strategic customer relationships: Ensure strategic alignment with customers, acting as an escalation point for critical issues and fostering strong, trust-based partnerships at SVP, VP, and Director levels within customer organizations.
• Drive customer success strategy: Develop and implement strategies to maximize customer value realization, satisfaction, and retention across your portfolio. You will look beyond specific challenges to identify and address systemic improvement opportunities.
• Collaborate cross-functionally: Partner with Sales, Account Management, Product, Engineering, Support, and Executive teams to advocate for customer needs, share information openly, and drive continuous improvement in our products and services.
• Achieve operational excellence: Monitor team performance metrics, manage resources effectively, and ensure adherence to best practices while encouraging innovation and simplification in all processes.
• Facilitate account expansion: Collaborate closely with Account Management to identify and pursue account growth and expansion opportunities, aligning with customer goals and delivering additional value.

What You Bring

• Experience and Leadership: At least 10 years of experience in Customer Success, Account Management, or related roles, with a minimum of 6 years in a leadership or managerial position, preferably within the HR-Tech or consumptive SaaS markets.
• Problem solving: Demonstrated ability to simplify and solve complex problems using critical thinking, creative approaches, and structure. You are proficient in using data and analytics to solve problems, identify systemic issues, and drive performance improvements.
• Communication: Excellent written and verbal communication skills, able to articulate complex concepts clearly, adapt your communication style to different audiences, including executive leaders, and remain approachable.
• Intrigue and Drive: Inspire others with your drive for excellence, maintain a tenacious and optimistic attitude, and care deeply about winning and your teammates.
• Willingness to travel: Ability to travel domestically up to 25% for customer engagements and team meetings.

Pay and Benefits

• Pay Transparency Disclosure: 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.

• On-target Earnings OR Base Salary range (San Francisco, CA): $233,000 - $274,000 USD

• On-target Earnings OR Base Salary range (Denver, CO): $197,000 - $232,000 USD

What We Offer

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity 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

At Checkr, we offer

• A in-office work environment strengthens collaboration, drives innovation, and encourages connection.
• In-office perks include lunch five times a week, a commuter stipend, and an abundance of snacks and beverages.
• A relocation stipend may be available for those willing to relocate to a Checkr hub location.

Equal Employment Opportunity

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.

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