Senior Manager, Customer Success

Location:

Remote (US)
· Type:
Full-time
·

Reports to:

VP of Partnerships
· Team:
Customer Success

Turn is a venture-backed, AI-native background screening company built for the realities of high-volume hiring. Our platform, TurnOS, runs FCRA-compliant pre-employment screening and continuous monitoring. It's API-first and embedded directly inside leading HR platforms like BambooHR, so employers can screen where they already hire.

Enterprise employers, staffing agencies, and talent platforms across 30+ industries in the U.S. and Canada use Turn to hire quickly without giving up compliance.

We're a fully remote team of about 30 people, led by experienced entrepreneurs and working with some of the most recognized names in HR tech. We're small on purpose: everyone here owns real work, ships real things, and sees the impact directly.

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.

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

• 4+ years in customer success or account management at a background screening company or consumer reporting agency
• 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),…