Director, Customer Success

About the team/role

As a Director of Checkr’s Strategic Customer Success team, you will lead a team of 6 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 VP of Customer Success.

You will be accountable for achieving ambitious account goals, enhancing operational efficiency, and providing exceptional leadership and mentorship to your team members. You will collaborate closely with cross-functional professionals who thrive on collaboration, grit, and continuous learning. Your leadership will be vital in maintaining a culture of excellence, acting with integrity and transparency, and serving as a trusted advisor to your team and our customers. You will ensure the overall health and success of Checkr’s most strategic accounts, contributing to logo retention, gross dollar retention, and net revenue per check.

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 5 years of experience in Customer Success, Account Management, or related roles, with a minimum of 3 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.
• Integrity and Inclusion: Known for candor, transparency, and treating everyone with respect. You work well with different backgrounds, identities, values, and cultures.
• Passion 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.

What you'll get

• A challenging and collaborative environment.
• 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
• Learning and development allowance
• Monthly wellness stipend and home office stipend

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages. 

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. 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. For more information on our compensation philosophy, see our website.

The on-target earnings range for this role is $233,000 to $274,000 in San Francisco, CA.

The on-target earnings range for this role is $197,000 to $232,000 in Denver, CO.

Equal Employment Opportunities at Checkr

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.