Senior Manager, Enterprise & Strategic Support

• 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
• 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 (Required)
• Experience in HR tech, compliance, or background screening industries (Preferred)
• 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

Experience in HR tech, compliance, or background screening industries

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive compensation and opportunity for advancement
• 100% medical, dental and vision coverage
• Unlimited PTO policy
• Monthly wellness stipend
• In-office perks 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