Principal Customer Success Manager

About Checkr
Checkr builds people infrastructure for the future of work. And we believe everyone should have a fair chance to work. That's why we've designed a faster—and fairer—way to screen job seekers. Established in 2014 and valued at $5B, Checkr puts modern technology powered by machine learning in the hands of hiring teams, helping thousands of companies like Uber, Instacart, Netflix, Compass Group, and Adecco to hire great new people with an experience that’s fast, smooth, and safe.

A career at Checkr means collaborating with brilliant minds, disrupting an industry, and opening channels of employment to often overlooked candidates. Checkr has been recognized as one of BuiltIn's 2023 Best Places to Work in the US and is a Y Combinator 2023 Breakthrough Company and Top Company by Valuation.

About the team/role

As a Named Principal Customer Success Manager, you will work as part of a customer success team responsible for driving product adoption, growth, value, and partnership with our named (largest enterprise) customers. Success in this role will be measured by your ability to deepen existing relationships through strategic alignment, navigate through technical workflows, and quickly win key customer stakeholders' trust. You will work with fellow professionals who succeed through collaboration, grit, and constant learning.  You will also partner directly with your assigned customers’ leadership teams through polished communication and strong executive presence, allowing you to act as a trusted advisor and advocate while ensuring the overall health of your accounts.

What you’ll do

• Own navigating through key challenges and investigations and driving the long-term Functional/ Technical Solution Strategy for the customer along with the Customer Success Director
• Establish great working relationships with cross-functional peers to shape Checkr’s products and services and resolve issues quickly and effectively
• Ability to demonstrate complex business problem-solving skills. Ability to break a problem down, work with internal and external stakeholders to simplify and find creative solutions 
• Develop a deep understanding of Checkr products, processes, and end-to-end customer workflows to respond to customer inquiries in a timely and professional manner
• Diagnose and troubleshoot high-level  technical issues by reviewing logs (or other methods) to ensure customer satisfaction
• Advanced program/project management skills along with detailed documentation (such as decision log) skills
• Ability to understand customer analytics requests, ask appropriate discovery questions, and present insights/outcomes in a business context along with opportunities for future  improvements
• Establish a deep level of trust with customers to solidify existing strategic partnerships
• Team player who will work across the organization with Product Management and Engineering to continue improving the way we serve our customers
• Act as a strong voice and internal advocate for customers

What you bring

• 5+ years of Customer Success experience managing large enterprise relationships with deep technical/product needs. You have served a $20M+ book of business with your company’s largest strategic clients
• Technical background that enables you to rapidly understand the Background Check Industry and Checkr’s software products
• Technical ability to understand customer workflow nuances and their impact
• Excellent written and verbal communication skills - able to simplify complex business problems in a digestible and approachable manner
• You are flexible and tenacious, fully capable of juggling and completing multiple priorities and projects (internally and externally) in a fast-paced environment
• Experience with common software applications i.e. Zendesk, Salesforce, Google Apps, etc., and the ability to conduct basic analytics using BI tools like Looker
• Experience in a B2B software technology company. HR tech industry experience a plus
• You enjoy planning, adjusting, executing, winning, and celebrating as a team
• You are willing to travel up to 20% as needed for customer-facing or internal team meetings

At Checkr, we believe 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. In-office perks are provided, such