Senior Manager, Customer Success — Enterprise Growth

Turn; Chicago (IL); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote

Competitive compensation

Career growth

Job summary

Turn is seeking a Senior Manager, Customer Success to own the post-sale experience for enterprise customers, from onboarding through renewal and expansion. You will lead a team of three CS Associates while managing a strategic book of accounts and partnering with Compliance, Operations, Product and Sales to drive value and scalable processes.

You’ll help customers run compliant screening programs, develop playbooks, establish escalation frameworks and report on CS metrics.

Qualifications

• 4+ years in customer success or account management at a background screening company or consumer reporting agency
• 1+ year leading people in a manager, team lead or pod lead role
• Hands-on knowledge of screening products: criminal searches, verifications, MVRs and drug testing
• Working knowledge of the FCRA, including permissible purpose, disclosure and adverse action
• A customer-centric mindset with a consultative approach to problem-solving
• Excellent written and verbal communication; ability to simplify complex topics
• Comfort with data and AI tools in day-to-day work
• Ability to juggle multiple priorities in a fast-paced environment

Responsibilities

• Own the customer relationship with strategic enterprise and partner accounts
• Lead Quarterly Business Reviews tying screening data to customer goals
• Develop account plans driving adoption, renewal and expansion into new products
• Lead implementations for new enterprise and partner accounts, including package design and success criteria
• Establish and maintain a clear escalation framework for complex escalations
• Create playbooks, health scores and a customer knowledge base
• Define and report on Customer Success metrics and retention

Skills

Customer success

People leadership

Screening products knowledge

FCRA knowledge

Communication

Data & AI tools

Multitasking

Problem solving

Tools

Freshdesk

Zendesk

Job description

Turn is seeking a Senior Manager, Customer Success to own the post-sale experience for enterprise customers, from onboarding through renewal and expansion. You will lead a team of three CS Associates while managing a strategic book of accounts and partnering with Compliance, Operations, Product and Sales to drive value and scalable processes.

You’ll help customers run compliant screening programs, develop playbooks, establish escalation frameworks and report on CS metrics.