Director of Customer Success

As a Director of Checkr’s Strategic Customer Success team, you will lead a team of 5 experienced Customer Success Managers 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.

Responsibilities

Lead and develop a high-performing team: recruit, mentor, and manage a team of experienced Customer Success Managers; Oversee strategic customer relationships: act as an escalation point for critical issues and foster trust-based partnerships at SVP, VP, and Director levels; Drive customer success strategy to maximize customer value realization, satisfaction, and retention; Collaborate cross-functionally with Sales, Account Management, Product, Engineering, Support, and Executive teams; Achieve operational excellence by monitoring team performance metrics, managing resources, and ensuring adherence to best practices; Facilitate account expansion by collaborating with Account Management to identify growth opportunities

Requirements

At least 10 years of experience in Customer Success, Account Management, or related roles; Minimum of 6 years in a leadership or managerial position; Demonstrated ability to simplify and solve complex problems using critical thinking; Proficient in using data and analytics to solve problems, identify systemic issues, and drive performance improvements; Excellent written and verbal communication skills; Ability to articulate complex concepts clearly and adapt communication style to different audiences; Known for candor, transparency, and treating everyone with respect; Ability to work well with different backgrounds, identities, values, and cultures; Ability to travel domestically up to 25% for customer engagements and team meetings; A-player mindset with a strong bias for action

Nice to have

HR-Tech or consumptive SaaS markets

Benefits

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; Lunch five times a week; Commuter stipend; Abundance of snacks and beverages; Relocation stipend may be available for those willing to relocate to a Checkr hub location