Checkr, Inc.

Enterprise Customer Success Manager

Checkr, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Own Customer Success responsibilities for 30-40 Enterprise accounts (TCV ranging $50k-$500k)
  • Perform initial onboarding and ongoing training of customer accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifecycle
  • Facilitate customer contract renewal
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Serve as the income & employment subject matter expert (SME) providing guidance and addressing challenges on the implementation of Truework and ongoing use of our service in their processes
  • Perform periodic customer success reviews that unpack account performance, track milestone progress, and expand the use of Truework throughout the account
  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Truework
  • Review customer usage patterns to gather insights, provide guidance and highlight risk
  • Serve as the primary interface to manage and resolve any critical issues with the help of the Technical Support and Operations team
  • Provide expert customer insights to Sales, Product Management, and Marketing to drive product improvements and growth
  • Exceed performance targets, including increasing net retention and growth of customer volume
  • Partner and strategize with Account Managers to identify and execute expansion opportunities

Requirements

  • 3+ years customer success experience, preferably for a SaaS or financial services product
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
  • Outstanding multi-task task management skills across a varied set of responsibilities
  • Passion for working with lenders and a desire to deeply understand the Truework Income benefits, use cases, and technical elements
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
  • Ability to build credibility and trust by understanding and addressing customer requirements
  • Willing to travel periodically based on customer and business need