Senior Manager, Salesforce

Location:
Remote (Mexico)
· Type: Full-time
· Reports to: VP of Partnerships 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. 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. 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 also lead and coach a team of three Customer Success Associates. 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. 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 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: 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 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 serving US employers 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 A customer-centric mindset: you see your customers' success as your own Comfort with data: spreadsheets, dashboards and reporting, plus curiosity

about us
ing AI tools in your day-to-day work Professional fluency in English, written and spoken. 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 Report Customer Success metrics monthly. 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. You'll shape how Customer Success works at Turn. There's an opportunity to grow into Head of Customer Success as the team scales. Major medical health insurance Remote work with occasional in-office training and in-person meetings