Staff Customer Success Manager

Owns portfolio of strategic enterprise accounts in Checkr Trust, driving adoption, expansion, executive alignment, and long-term value realization. Requires 6-10+ years in B2B SaaS customer success with technical fluency and AI experimentation.

169k – 199kSan Francisco, CACustomer SuccessHybrid6+ YOE

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About the role

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

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

Technical fluency required 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

Skills

SalesforceZendeskLookerGoogle AppsClaudeLovableOmniAI ToolsBI ToolsB2B SaaS

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