Senior Manager, Enterprise & Strategic

Sr. Manager, Enterprise & Strategic Support

Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including Door Dash, Coinbase, Lyft, Instacart, and Airtable. We are a team that thrives on solving complex problems with innovative solutions that advance our mission.

Checkr is recognized on Forbes Cloud 100 2025 List and is a Y Combinator 2024 Breakthrough Company.

As the Sr. Manager, Enterprise Support
, you will own the support experience for Checkr's enterprise customers, driving exceptional service delivery and building scalable support programs that differentiate us in the market. Reporting to the Director of Customer Support, you’ll be responsible for enterprise escalations, white‑glove support programs, and ensuring our largest customers receive world‑class service that drives retention and expansion. You’ll work closely with Customer Success, Sales, and Product teams to translate enterprise customer needs into actionable support strategies.

• Own and optimize the enterprise support experience, ensuring rapid response times, high‑quality resolutions, and proactive engagement with our largest customers.
• 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.
• Build, coach, and develop a high‑performing team of enterprise support specialists who serve as trusted advisors to strategic accounts.
• Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white‑glove service programs.
• Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs.
• Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements.
• Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance.
• Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high‑quality service delivery.
• 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.
• Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery.

• 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.
• Deep understanding of enterprise customer expectations, complex multi‑stakeholder environments, and premium support models.
• Proven track record of successfully managing high‑stakes customer escalations and executive‑level communications.
• Enterprise B2B SaaS experience with complex, technical products.
• Preferred experience in HR tech, compliance, or background screening industries.
• Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams.
• Data‑driven approach to decision‑making with expertise in support metrics, SLA management, and quality assurance.
• Experience building support processes, playbooks, and systems that scale with growth.
• Comfortable supporting technical products and working with engineering teams to resolve complex issues.
• Exceptional written and verbal communication, with ability to interact confidently with C‑level executives and enterprise stakeholders.
• Track record of driving continuous improvement and implementing new programs or technologies (including AI tools) in support environments.

• A fast‑paced and collaborative environment.
• Learni…