Senior Manager of Enterprise & Strategic Support, Checkr
$146-182k
OTE
Automated background checks
Job no longer available
Automated background checks
1001+ employees
Job no longer available
$146-182k
OTE
1001+ employees
Company mission
To build a fairer future by designing technology to create opportunities for all.
Role
Who you are
- Our ideal candidate is an experienced enterprise support leader who understands the nuances of supporting complex B2B customers with high-touch service expectations. You have a proven track record of managing enterprise escalations, building premium support programs, and partnering cross-functionally to drive customer outcomes
- You're data-driven, operationally excellent, and passionate about leveraging both human expertise and AI capabilities to deliver exceptional support at scale
- 5+ years of experience in customer support leadership roles, with at least 3 years focused on enterprise B2B customers
- Direct management experience leading teams of 10-20+ support professionals in high-growth environments
- Enterprise support expertise: Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
- Escalation management: Proven track record of successfully managing high-stakes customer escalations and executive-level communications
- Required: Enterprise B2B SaaS experience with complex, technical products
- Preferred: Experience in HR tech, compliance, or background screening industries
- Cross-functional leadership: Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
- Operational excellence: Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
- Systems thinking: Experience building support processes, playbooks, and systems that scale with growth
- Technical acumen: Comfortable supporting technical products and working with engineering teams to resolve complex issues
- Communication skills: Exceptional written and verbal communication, with ability to interact confidently with C-level executives and enterprise stakeholders
- Change agent: Track record of driving continuous improvement and implementing new programs or technologies (including AI tools) in support environments
What the job involves
- As the Senior Manager, Enterprise Support, you will own the support experience for Checkr's enterprise customers, driving exceptional service delivery and building scalable support programs that differentiate us in the market
- Reporting to the Director of Customer Support, you'll be responsible for enterprise escalations, white-glove support programs, and ensuring our largest customers receive world-class service that drives retention and expansion
- You'll work closely with Customer Success, Sales, and Product teams to translate enterprise customer needs into actionable support strategies. You'll build and lead a team of enterprise support specialists who serve as trusted advisors to our most strategic accounts, handling complex technical inquiries, managing escalations with urgency and expertise, and proactively identifying opportunities to improve the enterprise customer experience
- This role will require periodic travel (<25%) to connect with teams across Checkr office locations and to visit enterprise customers on-site
- Enterprise Support Excellence: Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
- Escalation Management: Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
- Team Leadership: Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
- Premium Support Programs: Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
- Cross-Functional Partnership: Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
- Voice of Customer: Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
- Operational Rigor: Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
- Process & Systems: Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
- AI Integration: Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
- Customer Retention: Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery
Our take
Checkr addresses the unpleasant and time consuming process of background checks so that companies using on-demand employees can make safer, more informed hiring decisions in less time. Background checks are a critical part of the hiring process, and CEO Daniel Yannisse noticed that they were painfully slow, resulting in loss of work for candidates and productivity downturns for employers.
Before Checkr entered the market in 2014 with its innovative AI technology and a solid $50m in venture capital funding, companies were waiting upwards of two weeks for their checks. Checkr substantially reduces this time frame and has grown to receive a $5 billion valuation.
Checkr has accelerated growth by making several highly advantageous acquisitions of competitor companies GoodHire and Inflection. As the world of work embraces diversity and inclusion, the company announced an end-to-end service for candidates wishing to expunge their criminal records, furthering the company’s ‘fair chance’ mission and clearing 1000s of candidates for free since 2021. New products launched at the end of 2023 include Checkr Pay (providing access to payment right after a shift) and Checkr Onboard (unified onboarding processes), exemplifying how Checkr is keeping pace with a rapidly changing, flexible, and mobile-first workforce.
Freddie
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2021
$250m
SERIES E
Sep 2019
$160m
SERIES D
Total funding: $556.1m
Company benefits
- Parental leave
- Stock optoins
- Work from home opportunities
- Comprehensive Health Plans | We cover 100% of insurance premiums and offer generous parental and family leave
- Competitive Compensation | We offer competitive salaries and meaningful equity
- A Variety of Food and Snacks | Our culinary team serves a rotating menu for lunch each day, along with unlimited snacks and drinks
- Wellness Programs | We invest in the holistic well-being of every team member through education reimbursements, onsite massages, and physical therapy
- Flexible Paid Time Off | We want you to take the time you need to relax and recharge
- Fitness and Public Transport Reimbursement | We’ll cover your commute and help you stay active with our onsite gym or fitness provider of choice
Company HQ
Financial District, San Francisco, CA
Leadership
Jonathan Perichon
(Co-Founder)After an MSc in Computer Science, Jonathan worked as a Software Engineer at Mogreet and deliv for a combined year and a half. He co-founded Checkr in May 2014, serving as CTO since.
Daniel Yanisse
(Co-Founder & CEO)Daniel worked as a Software Engineer at Mogreet and Deliv before co-founding Checkr.
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