Checkr, Inc. · 19 hours ago
Senior Manager, Enterprise & Strategic Support
Denver, CO
Full-time
Hybrid
Senior Level
$141K/yr - $176K/yr
5+ years expCheckr is building the data platform to power safe and fair decisions, and they are seeking a Senior Manager, Enterprise Support to own the support experience for their enterprise customers. This role involves driving exceptional service delivery, managing escalations, and building scalable support programs to enhance customer satisfaction and retention.
Artificial Intelligence (AI)Developer APIsHuman ResourcesLegal TechMachine Learning
Responsibilities
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
Qualification
Required
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
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
Preferred
Experience in HR tech, compliance, or background screening industries
Benefits
Learning and development allowance
100% medical, dental and vision coverage
Unlimited PTO policy
Monthly wellness stipend
In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.
A relocation stipend may be available for those willing to relocate to a Checkr hub location.
Company
Checkr, Inc.
Checkr is the data platform that powers safe and fair decisions.
501-1000 employees
H1B Sponsorship
Checkr, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (17)
2023 (19)
2022 (24)
2021 (14)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$740.1MKey Investors
Durable Capital PartnersT. Rowe PriceY Combinator
2025-05-16Undisclosed· $61.1M
2022-04-14Series E· $120M
2022-01-18Secondary Market
Leadership Team
Daniel Yanisse
Co-founder & CEO
Jonathan Perichon
Co-founder
Recent News
2025-11-27
HousingWire.com
2025-10-25
Orange County Business Journal
2025-10-25
Company data provided by crunchbase