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 m

📌 Senior Manager, Customer Success Management (Ciudad de México)
🏢 Turn Technologies
📍 Ciudad de México