Director – Customer Success - Government

About the team/role

Checkr's Government business helps state, federal and local government agencies verify income, employment and assets for the programs they run. As Director of Customer Success, Government, you will own the health, adoption and renewal of our agency portfolio and build the team that supports it. You will lead a team of 3 Customer Success Managers and work alongside our Solutions Architects, Sales and Product teams. This role reports to the VP of Government, with a dotted line to Checkr's Customer Success organization.

This is a data-driven role. You will use data to understand how each agency uses our products, find opportunities to deliver more value, and turn those insights into clear plans that agencies and their partners act on. You will be the senior relationship for agency leaders across program, operations and technology teams, and the trusted advisor they call when something needs to change. You will be accountable for customer retention, renewals and growth across your portfolio.

What you'll do

• Own portfolio health and renewals: Run an account plan for every agency with clear goals for adoption and value delivered. Spot renewal risk early and lead renewals through to contract, working with Sales and agency procurement.
• Drive adoption with data: Interpret the weekly performance reporting our team prepares for each customer, and challenge it where it doesn't add up. Identify where usage and outcomes can improve, size the opportunity, and turn it into specific recommendations agencies can act on.
• Build trusted agency relationships: Be the executive point of contact for program, eligibility, policy and IT leaders, and for the systems integrators and technology partners that support them. Lead business reviews that agencies use to make decisions, not just to receive updates.
• Grow the accounts we have: Partner with Sales to identify and pursue expansion into new programs, products and agencies.
• Lead and develop the team: Recruit, coach and manage a team of Customer Success Managers. Set the standard for account plans, business reviews and escalations, and give the team the tools to run a growing portfolio.
• Represent the agency inside Checkr: Work with Product, Engineering, Solutions and Support to prioritize what agencies need, from user experience and accessibility to security, compliance and reporting requirements.
• Build the operating model: Define the playbooks, health scores and metrics the team runs on, and keep them simple enough to use every week.

What a typical week looks like

• Review the weekly performance reporting for each agency with your team: usage, where applicants drop off, and how each agency compares with its peers.
• Work out what is driving each change, and separate real shifts in performance from changes in how a number is measured.
• Turn that analysis into a short list of recommendations and agree who owns each one: the agency, its integrator or Checkr.
• Prepare and lead monthly and quarterly business reviews with agency leaders, and follow up until the agreed changes are in place.
• Track open implementation and support issues with Solutions Architects, and escalate whatever is blocking an agency.
• Coach your Customer Success Managers on account plans and agency conversations, and review renewal and expansion plans with Sales.

What you bring

• Agency experience (required): Direct experience working with state government agencies, whether inside an agency, at a systems integrator, or at a vendor serving them. Familiarity with government eligibility and verification requirements, public-sector procurement, and government security standards such as FedRAMP or StateRAMP.
• Experience and leadership: At least 10 years in Customer Success, Account Management, consulting or related roles, with at least 6 years leading teams.
• Analytical depth: You work directly with data in SQL, spreadsheets or BI tools, and you are comfortable with funnel analysis, benchmarking across customers and unit economics. You can explain why a metric moved, notice when a change reflects how it is measured rather than real performance, and use that analysis to decide what to do next.
• Relationship building: A record of trusted, long-term relationships with senior agency leaders and integrator partners. You are patient through long public-sector cycles and direct in difficult conversations.
• Communication: Clear written and verbal communication. You can turn data into a recommendation and adapt it for executives, frontline staff and technical teams.
• Integrity: Known for candor, transparency and treating everyone with respect, including the people whose data we handle.
• Willingness to travel: Ability to travel domestically up to 25% for agency onsites, business reviews, conferences and team meetings.
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.

On-target Earnings OR Base Salary range (San Francisco, CA) 233000 - 274000 USD