Checkr Director of Customer Success, Government, owning health, adoption, and renewal of government agency portfolio. Lead a team of Customer Success Managers and collaborate with Sales, Product, and Solutions Architects.
Responsibilities
Own portfolio health and renewals: Run an account plan for every agency with clear goals for adoption and value delivered. Spot renewal risk early and lead renewals through to contract, working with Sales and agency procurement.
Drive adoption with data: Interpret the weekly performance reporting our team prepares for each customer, and challenge it where it doesn't add up. Identify where usage and outcomes can improve, size the opportunity, and turn it into specific recommendations agencies can act on.
Build trusted agency relationships: Be the executive point of contact for program, eligibility, policy and IT leaders, and for the systems integrators and technology partners that support them. Lead business reviews that agencies use to make decisions, not just to receive updates.
Grow the accounts we have: Partner with Sales to identify and pursue expansion into new programs, products and agencies.
Lead and develop the team: Recruit, coach and manage a team of Customer Success Managers. Set the standard for account plans, business reviews and escalations, and give the team the tools to run a growing portfolio.
Represent the agency inside Checkr: Work with Product, Engineering, Solutions and Support to prioritize what agencies need, from user experience and accessibility to security, compliance and reporting requirements.
Build the operating model: Define the playbooks, health scores and metrics the team runs on, and keep them simple enough to use every week.
What a typical week looks like
Review the weekly performance reporting for each agency with your team: usage, where applicants drop off, and how each agency compares with its peers.
Work out what is driving each change, and separate real shifts in performance from changes in how a number is measured.
Turn that analysis into a short list of recommendations and agree who owns each one: the agency, its integrator or Checkr.
Prepare and lead monthly and quarterly business reviews with agency leaders, and follow up until the agreed changes are in place.
