Director, Customer Success Jobs in San Francisco, CA at Checkr, Inc.
Title: Director, Customer Success
Company: Checkr, Inc.
Location: San Francisco, CA
Checkr’s mission is to build a fairer future by designing technology to create opportunities for all. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $5B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.
A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation.
As aDirector, Customer Successyou will be responsible for the strategic relationship management of a segment of Strategic, Enterprise, or Mid Market clients. You will ensure that customers are actively engaged and realize ROI and business value from their investment in Checkr solutions. This is a senior position and the expectation is for the candidate to develop and coach a high-performing team that succeeds through collaboration, grit, and constant learning. A critical expectation is that this individual influences, leads, and delivers quantifiable business results via both direct line and dotted line / cross-functional organizations.
You will own the end-to-end customer engagement, adoption, renewal, and growth for entire sub-segments of customers and will be responsible for driving the success of our OKRs and annual scorecard. In addition, the Director, Customer Success will be expected to personally nurture and develop customer executive relationships. This individual will serve as a key evangelist both for Checkr as well as for Customer Success and is expected to operate in a proactive, forward thinking, and optimistic fashion.
You will hire, train, and manage a team of top-performing individuals and managers
You will serve as project manager and leader for critical cross-functional initiatives such as building Business Value consulting expertise for Strategic customers, standing up a CS/Sales qualified lead engine process, or developing Scaled / Tech Touch programs for SMB/MM customers
You will work closely with revops and our data science teams to develop quantitative health and adoption measurement methodologies
You will successfully structure, plan, and drive the team to achieve business goals which may include metrics such as:
Customer engagement (% customers engaged / Q)
Customer adoption/health (% customers utilizing platform, features)
Quantifiable business value / outcomes (% of customers >100% targets)
Renewal (gross retention rate)
Expansion (net retention rate)
Average contract length
You will work closely w/ revops, finance, and sales to structure compensation & SPIFFS to reward customer health while also driving the company’s GRR and NRR goals
You take high-level business goals and are able to define metrics, reports/dashboards, and executive memoranda and presentations that track progress, influence organizational behavior, drive forward-looking strategy, and identify areas of improvement. It is essential that this leader is capable of writing “board-level” memorandums and presentations
What you bring: