Senior Manager, Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Meeting targeted quotas for recurring revenue retention within our background screening client portfolio.

• Leading the Customer Success department and team, fostering robust partnerships across Product, Compliance, Operations, and Sales to execute all Customer Success initiatives.

• Promoting ongoing enhancements to the renewal, add-on sales, and service engagement processes.

• Establishing objectives that reduce attrition while maximizing ROI and ensuring alignment with company goals.

• Communicating and utilizing client feedback throughout the organization.

• Merging the Customer Success teams of acquired screening firms.

• Acting as the executive escalation contact for critical accounts.

• Collaborating with operational teams to create product retention analytics reports that assist leadership in decision-making.

⛳️ Requirements

• A bachelor's degree, preferably in business or a related discipline.

• 5–10 years of combined experience in account management and customer success positions, particularly within the background check/screening or consumer reporting sectors.

• Progressive experience leading customer success teams, with a proven track record of achieving retention goals for screening clients.

• Familiarity with FCRA regulations, adjudication workflows, and other regulatory factors influencing the background screening client experience.

• Experience in developing a customer success strategy, operational model, and reporting framework tailored to screening or compliance-oriented services.

• A strategic thinker capable of collaborating closely with Product, Compliance, and Operations teams.

• Experience in designing and utilizing key performance metrics (TAT, accuracy, adoption, churn, NPS/CSAT) to proactively guide teams and programs.

• Highly customer-focused, with the capability to balance client requirements against corporate objectives and targets.

• Strong analytical abilities with significant experience in up-selling and reducing churn within the screening/compliance sector.

• Proficiency in Excel and Salesforce.

• Excellent writing, communication, and presentation skills, including the ability to engage credibly with compliance and legal stakeholders.

• Highly effective organizational, project management, and time management skills.

• Willingness and ability to travel up to 50%, including attending industry conferences (e.g., PBSA).

🏝️ Benefits

• Health, Dental & Vision Insurance *

• 401 (k) + Employer Match *

• Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off

• STD, LTD & Group Life Insurance

• Paid Parental Leave

• Pet Insurance

• FSA & HSA Options

• Employee Assistance Program

• Remote Work

• Career Advancement & Professional Development Opportunities

• Employee Recognition

• LinkedIn Learning Platform