Senior Manager, Customer Success

Location: Remote (US) · Type: Full-time · Reports to: VP of Partnerships · Team: Customer Success About Turn 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. About the role 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. What you'll do 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 calmlyBuild 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 What you bring Required: 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), employment and education verifications, MVRs and drug testing, and when each one is the right fit Working knowledge of the FCRA, including permissible purpose, disclosure and authorization, adverse action, and disputes A customer-centric mindset: you see your customers' success as your own A consultative approach to problem-solving, and the ability to manage expectations when the answer isn't what the customer hoped for Excellent written and verbal communication, with a talent for making complex topics simple Comfort with data: spreadsheets, dashboards and reporting, plus curiosity about using AI tools in your day-to-day work The ability to juggle multiple priorities in a fast-paced, lean environment Nice to have: Experience with HRIS/ATS integrations, embedded partners or API customers Exposure to DOT/FMCSA compliance, continuous monitoring, international screening or tenant screening Freshdesk, Zendesk or similar ticketing platform experience Your first 90 days 30 days: Get to know the team, our top customers and our products. Map the current escalation flow and publish a clear escalation framework. 60 days: Conduct Quarterly Business Reviews with our top accounts. Launch account health scores. Lead new enterprise onboardings end to end. 90 days : Report Customer Success metrics monthly. Set up a regular feedback loop with at least one HR platform partner. Share your plan for the team's next six months. How we'll measure success: customer relationship retention and same-customer revenue retention, time to resolve escalations, QBR coverage for top accounts, time from onboarding to first order, and customer satisfaction. Why Turn Real ownership. You'll shape how Customer Success works at Turn. Career growth. There's an opportunity to grow into Head of Customer Success as the team scales. Work that matters. Background screening helps employers build safe workplaces and helps candidates get hired quickly and fairly. Modern tools. We're AI-native, and we expect you to use AI to do your best work. Compensation and benefits Competitive base salary + annual performance bonus. Generous vacation policy and paid holidays. Opportunity to grow into Head of Customer Success as the team scales. #J-18808-Ljbffr