Staff Customer Success Manager

As a Customer Success Manager for Checkr Trust, you will join an emerging business inside Checkr, operating across multiple verticals that we interact with in our everyday lives. We have strong traction — but our post-sale motion is still in its early stages.

This role sits at the intersection of Customer Success, Technical Strategy, and Commercial Growth.

You will own a portfolio of strategic accounts and be accountable for:

• Adoption
• Expansion
• Executive alignment
• Long-term value realization

This is not a reactive CSM role.
This is not a pure TAM role.

You are the strategic operator ensuring customers deploy deeply, expand meaningfully, and become long-term partners.

If you want clear swim lanes and mature playbooks, this isn’t it.
If you want to help define how this business scales, this is the opportunity.

What You’ll Do

Own Strategic Accounts End-to-End

• Serve as the primary post-sale owner for high-impact, high-visibility customers
• Drive executive-level alignment on business goals and measurable outcomes
• Ensure deployments move from contract to meaningful production usage quickly

Drive Adoption & Commercial Growth

• Identify underutilization and remove barriers to deeper embedding
• Surface expansion opportunities tied to customer workflows and risk exposure
• Partner closely with Sales on renewals and strategic growth motions
• Be accountable for retention and expansion revenue across your portfolio
• Use advanced AI tools to build systems that help us grow

Translate Product Into Business Impact

• Understand customer workflows well enough to connect product capabilities to operational and financial outcomes
• Lead quarterly business reviews that demonstrate ROI and strategic value
• Turn performance data into actionable insights that influence customer strategy
• Leverage AI to turn data into insights
• Partner cross-functionally with leadership to shape the future our product

Build the Playbook

• Help define segmentation, engagement models, and risk signals.
• Develop scalable frameworks for launches, renewals, and expansion.
• Influence product roadmap through structured customer feedback.
• Raise the bar on what “great” customer partnership looks like in a new market.

What We’re Looking For

You likely have:

• 6–10+ years in Customer Success, Strategic Account Management, or a hybrid post-sale role in B2B SaaS
• Experience owning enterprise or high-growth accounts with meaningful revenue responsibility.
• A track record of driving both retention and expansion.
• Comfort navigating executive stakeholders and technical teams.
• Experience operating in startup or high-growth environments.
• An obsession with experimentation of AI into your workflows
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.

You do not need to be an engineer.
But you must be technically fluent enough to:

• Lead customer integrations
• Diagnose adoption friction
• Speak confidently with product and technical stakeholders
• Work within applications like Zendesk, Salesforce, Google Apps, Lovable, Claude and BI tools like Looker and Omni

Behaviorally, you:

• Take full ownership of revenue and outcomes
• Push customers forward when momentum slows
• Balance empathy with accountability
• Thrive in ambiguity
• Prefer building systems over maintaining status quo
• Want to help build a second company inside a larger one

People describe you as gritty, commercially sharp, resilient, and proactive.

Why This Role

• You will shape how Customer Success operates in a new business line.
• You will work with sophisticated customers solving complex trust & safety problems.
• You will have real commercial impact.
• You will help define what “great” looks like — not inherit it.

Hybrid – 3 days per week in SF (Tues/Wed/Thurs)

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