[Hiring] Senior Manager, Customer Success @Turn Technologies, Inc.

Role Description

As Senior Manager, Customer Success, you'll own the post-sale experience for Turn's customers, from onboarding through renewal and expansion. You'll be a trusted advisor to HR, talent acquisition and compliance leaders at our largest accounts and platform partners. You'll help them run screening programs that are fast, accurate and compliant, and turn that value into lasting partnerships.

You'll also lead and coach a team of three Customer Success Associates. You'll set the standards, playbooks and escalation paths that help the team solve problems early and resolve them with confidence. This is a player-coach role: you'll manage a book of strategic accounts yourself while building a Customer Success function that scales with the business.

You'll work closely with Compliance, Operations, Product and Sales, and bring the voice of the customer into every conversation. There's an opportunity to grow into Head of Customer Success as the team scales.

What you'll do

• Own the customer relationship:
  • Build trusted relationships with customers at every level, from day-to-day HR users to executive sponsors
  • Manage a book of strategic enterprise and partner accounts directly
  • Lead Quarterly Business Reviews that tie screening data (turnaround time, adjudication trends, program health) to customer goals
  • Develop account plans that drive adoption, renewal and expansion into new products such as continuous monitoring, verifications and drug testing
• Onboard customers for success:
  • Lead implementations for new enterprise and partner accounts, including package design, workflow setup and success criteria
  • Make sure every new customer reaches value quickly and understands how to run a compliant screening program
• Handle escalations with confidence:
  • Be the point person for complex customer escalations and resolve them quickly and calmly
  • Build and maintain a clear escalation framework the whole company can rely on
• Build a scalable CS function:
  • Create playbooks, account health scores and a customer knowledge base
  • Define and report on Customer Success metrics, including retention, escalation volume and customer satisfaction
  • Partner with Operations to improve support workflows and automation in our ticketing tools
• Be the voice of the customer:
  • Share structured customer feedback with Product, Engineering and Sales to shape the roadmap
  • Work with the customer success and sales teams at our embedded HR platform partners to support their customers and help their reps position Turn
  • Use data and AI tools to find insights, prepare for customer conversations and work more efficiently

Qualifications

• 4+ years in customer success or account management at a background screening company or consumer reporting agency serving US employers
• 1+ year leading people, whether as a manager, team lead or pod lead
• Hands-on knowledge of screening products: criminal searches (county, statewide, federal and national databases), employment and education verifications, MVRs and drug testing, and when each one is the right fit
• Working knowledge of the FCRA, including permissible purpose, disclosure and authorization, adverse action, and disputes
• A customer-centric mindset: you see your customers' success as your own
• A consultative approach to problem-solving, and the ability to manage expectations when the answer isn't what the customer hoped for
• Excellent written and verbal communication, with a talent for making complex topics simple
• Comfort with data: spreadsheets, dashboards and reporting, plus curiosity about using AI tools in your day-to-day work
• Professional fluency in English, written and spoken. You’ll work every day with US-based customers and partners
• Availability to work US business hours (Central Time)
• The ability to juggle multiple priorities in a fast-paced, lean environment

Nice to have

• Experience with HRIS/ATS integrations, embedded partners or API customers
• Exposure to DOT/FMCSA compliance, continuous monitoring, international screening or tenant screening
• Freshdesk, Zendesk or similar ticketing platform experience

Your first 90 days

• 30 days: Get to know the team, our top customers and our products. Map the current escalation flow and publish a clear escalation framework.
• 60 days: Conduct Quarterly Business Reviews with our top accounts. Launch account health scores. Lead new enterprise onboardings end to end.
• 90 days: Report Customer Success metrics monthly. Set up a regular feedback loop with at least one HR platform partner. Share your plan for the team's next six months.

How we'll measure success

• Customer relationship retention and same-customer revenue retention
• Time to resolve escalations
• QBR coverage for top accounts
• Time from onboarding to first order
• Customer satisfaction

Benefits

• Competitive salary (base range shared early in the process)
• Major medical health insurance
• Paid time off
• Remote work with occasional in-office training and in-person meetings