Manager, Mid Market Customer Success

About Checkr
Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.

We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company.

About the team/role

As a Manager of Checkr’s Mid Market Customer Success team, you will lead a team of Customer Success Managers dedicated to delivering exceptional value realization, fostering strong customer relationships, and ensuring a delightful customer experience. You will be accountable for meeting ambitious account goals, driving operational efficiency, and providing outstanding leadership and support to your team. You will collaborate closely with cross-functional partners who thrive on collaboration, grit, and continuous learning. Your approach and leadership will be critical in building a culture of excellence, acting with transparency and integrity, and serving as a trusted advisor to your team and our customers. You will ensure the overall health and success of Checkr’s Mid Market accounts, contributing to improved logo retention, gross dollar retention, net revenue per check, and net promoter scores.

What you'll do

• Lead and develop a high-performing team: Recruit, mentor, and manage Customer Success Managers, supporting their professional growth, empowering decision-making, and ensuring they have the resources and guidance to succeed.
• Oversee strategic customer relationships: Ensure alignment with key customers, serving as an escalation point for critical issues, and cultivating trust-based partnerships across stakeholders within mid-market organizations.
• Drive customer success initiatives: Create and implement strategies to maximize customer value realization, satisfaction, and retention across your team’s portfolio, identifying both surface-level and systemic improvements.
• Collaborate cross-functionally: Work alongside Sales, Account Management, Product, Engineering, Support, and Executive teams to advocate for customer needs, keep lines of communication open, and champion continuous improvement.
• Achieve operational excellence: Track team metrics, allocate and manage resources, and ensure adherence to best practices while encouraging innovation, simplicity, and continuous learning.
• Facilitate account expansion: Cooperate closely with Account Management to uncover and pursue growth opportunities that match customer objectives and deliver additional value.

What you bring

• Experience and Leadership: At least 5 years of experience in Customer Success, Account Management, or similar roles, with a minimum of 2 years in a leadership or managerial capacity. Demonstrated success in building, managing, and empowering high-performing teams.
• Problem solving: Able to break down complex challenges using structured thinking, creativity, and data-driven insights. Adept at identifying key issues and implementing practical solutions that boost performance.
• Communication: Excellent written and verbal communication skills. Able to simplify complexity, adjust communication style to diverse audiences, and interact in a friendly, approachable manner.
• Integrity and Inclusion: Known for candor, transparency, and treating everyone with respect. Work well with people of 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, 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. We provi