Customer Success Manager

Company Description

Checkstep is a dynamic and innovative technology company dedicated to creating safer and more trustworthy online spaces. Headquartered in London, with a global presence spanning the United Kingdom, Europe, the United States, and Asia, Checkstep is at the forefront of AI-driven content moderation and digital safety solutions. Our mission is to empower online communities, businesses, and organizations to create secure and reliable digital environments. We value customer satisfaction, integrity, safety, trust, innovation, and balance, and we are committed to fostering a diverse and inclusive workplace.

Role Description

Checkstep is continuing to grow its Customer Success team. You will run the full post-sale customer lifecycle for an assigned portfolio: taking new accounts live, becoming their day-to-day point of contact, growing and renewing the relationship, and making sure Checkstep, not a spreadsheet or a Slack thread, is the single source of truth on how each account is doing.

This is a build role as much as a run role. You will be shaping the onboarding process, the renewal cadence, and the tools the team uses to track account health, not just executing an existing playbook.

Key Responsibilities

1) Customer Onboarding

• Own onboarding end-to-end against a target 4–6 week time-to-value, using Checkstep's onboarding checklist and questionnaire to keep every account on a repeatable path to launch.
• Run the kickoff meeting, technical integration planning, and policy kickoff sessions with each new client, aligning stakeholders on goals, success criteria, and milestones.
• Take ownership of the sales-to-CS handoff for every closed-won account, capturing stakeholders, commercials, pain points, and goals in Checkstep's handoff template so nothing gets lost between signature and kickoff.
• Coordinate with Product and Engineering on integration testing, policy drafting and tuning, and data validation, and act as the client's advocate when technical or non-technical needs arise.
• Run the onboarding wrap-up review and hand each account into steady-state Customer Success with a clean record of what was set up and why.

2) Account Management & Relationship Ownership

• Serve as the primary point of contact and escalation lead for your portfolio, holding regular check-ins (weekly, biweekly, or monthly depending on account tier) and leading Quarterly Business Reviews.
• Maintain a shared Slack channel with each client as a lightweight way to keep them informed on progress, incidents, and new features in real time.
• Keep HubSpot current as the single source of truth for each account, including contacts, contract terms, product usage, tier, sentiment, and last touchpoint, rather than letting that context live only in email or Slack.
• Track account health proactively and flag churn risk early, such as falling usage, a disengaged champion, or an internal reorganisation on the client side.

3) Renewals & Growth

• Manage the renewal calendar against each contract's notice period (commonly 30/60/90/120 days), making sure both Checkstep and the client have enough runway to prepare.
• Prepare renewal recommendations alongside Sales, including pricing strategy, and lead the renewal conversation directly with the client champion.
• Identify and pursue upsell opportunities tied to expanding usage or additional product lines (for example, compliance or transparency reporting add-ons), and track progress against NRR and retention targets.

4) Support & Enablement

• Field day-to-day customer questions about platform use, troubleshoot issues, and route anything requiring engineering attention to the tech team.
• Train client teams and Checkstep's BPO partner ecosystem on the platform, contributing to a structured onboarding/certification program so partners can represent Checkstep to their own clients.
• Translate new product releases into monthly client-facing updates (features, use cases, what's changed) so customers get consistent value from what's already shipped.

5) Advocacy & Cross-Functional Collaboration

• Act as the bridge between customers and Product, Partnerships, and Sales, relaying feature requests and account context and making sure customer input actually reaches the roadmap.
• Run periodic customer satisfaction surveys, analyse the results, and turn findings into action on both individual accounts and the broader CS process.
• Secure customer references, testimonials, and case studies to support marketing and sales, and represent Checkstep at client-facing events, panels, and conferences.

What Success Looks Like

• New accounts consistently reach time-to-value within a 4–6 week onboarding window.
• Renewals and upsells are prepared and executed on schedule, hitting agreed NRR and retention targets.
• HubSpot reflects a genuinely current, trustworthy picture of every account, with no chasing information across email and Slack.
• Customers can point to a clear owner and a predictable cadence of contact, from kickoff through renewal, knowing what is on the aligned roadmap between teams.

Qualifications

• Proven experience in a customer success or account management role, ideally at a SaaS business or another data-heavy business, with a preference for experience adjacent to Trust & Safety.
• Comfortable owning the full post-sale lifecycle, including onboarding, support, and renewals, at an early-stage company where the process is still being built, not inherited.
• Strong CRM discipline; you keep account records genuinely current rather than treating them as an afterthought.
• Technically curious enough to work through integration plans, policy configuration, and AI model performance conversations with both technical and non-technical stakeholders.
• Excellent written and verbal communication, with experience presenting data-driven findings to decision-makers in QBRs and renewal conversations.
• Strong understanding of, or genuine interest in, content moderation, digital safety, and AI-driven solutions.

Nice to Have

• Experience in the Trust & Safety industry, specifically in a client-facing role.
• Experience managing BPO or channel partner relationships.
• Ability to build and deliver workshops or thought leadership content for customers.

Why Join Us

• A genuine build opportunity: you will define how Customer Success works at Checkstep, not just execute an existing playbook.
• The chance to make a significant impact shaping the trust and safety landscape of online platforms worldwide.
• A collaborative, inclusive environment with room for professional growth as the team and function scale.
• Competitive compensation package and benefits, with remote work flexibility.
• This role will serve a US-based client portfolio. Applicants residing in EST, CST, MTN and PST time zones will be prioritised.

At Checkstep, our core values are Balance & Inclusion, Accountability, Trust and Integrity, Teamwork, Innovation and Customer Commitment. We are looking for candidates who share these values and can demonstrate them in their work. We are committed to fostering a diverse and inclusive workplace where all employees feel valued, respected, and empowered to contribute their unique perspectives and talents. If you are passionate about trust and safety in the digital age and eager to make a difference, we'd love to hear from you.