Manager Customer Success Support

About the role:

As Manager, Customer Success Support, you’ll lead a team of Customer Success Analysts who support our Client Success Partners and clients worldwide. You’ll set the vision and standards, invest in your people’s growth, strengthen partnerships across the business, and bring a continuous-improvement mindset — helping the team become even more strategic, efficient, and client-focused over time.

Responsibilities

• Set the vision and standards.
  • Define the strategy and direction for the Customer Success Support team, reframing its purpose from task execution to strategic partnership.
• Champion continuous improvement.
  • Design and refine processes, tools, and workflows to increase efficiency, quality, and scalability.
• Grow your people.
  • Coach, mentor, and develop Lead Analysts and Analysts; recognize strong performance; and create clear paths for growth.
• Drive commercial outcomes.
  • Partner closely with Customer Success Partners to support revenue retention, account growth, and expansion.
• Strengthen partnerships.
  • Collaborate proactively across Customer Success, Operations, Product, and other teams, and represent the voice of the client internally.
• Lead with data.
  • Define meaningful metrics, analyze trends, surface insights, and translate them into action.
• Owning complex escalations.
  • Resolve high-stakes client issues and use what you learn to prevent them from recurring.

Requirements

• 5+ years in customer success, client success, or account management, including 3+ years leading teams.
  • A track record of building high-performing teams and bringing people along through change and growth.
• Experience influencing commercial outcomes such as retention, growth, or expansion.
  • A continuous-improvement mindset, with examples of making processes better, simpler, or more efficient.
• Strong stakeholder and cross-functional collaboration skills — you lead through influence, not just authority.
  • Strong analytical skills and comfort using data to guide decisions.
• Bachelor’s degree or equivalent experience.
  • Preferred: Experience in background screening, HR technology, SaaS, or a related B2B services environment.
  • Experience introducing or scaling process improvements, automation, or new tools.
  • Experience helping an established, experienced team adopt new ways of working.

Preferred

• Experience in background screening, HR technology, SaaS, or a related B2B services environment.
• Experience introducing or scaling process improvements, automation, or new tools.
• Experience helping an established, experienced team adopt new ways of working.

Benefits

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans.
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.
• Access to tech and growth opportunities, and leaders who want you to succeed!

Pay

The salary range for this position is approximately $90-110k.

Schedule

This is a remote position; individual must be authorized and working from the United States.