Sr. Customer Success Partner, Gig Strategy & Operations (HRtech)

TL;DR

Sr. Customer Success Partner, Gig Strategy & Operations (HRtech): Serving as a trusted advisor for large-scale gig economy customers to optimize risk, trust, and safety programs with an accent on translating customer needs into technical product requirements. Focus on designing safer program architectures, managing high-volume operational KPIs, and driving product roadmap priorities based on risk patterns.

Location: Must be located in the United States

Salary: $90,000–$110,000 base annually

Company

Leading provider of mission-critical background screening solutions for Fortune 100 and Global 500 brands.

What you will do

• Manage senior-level relationships for gig economy platforms, advising on trust, safety, and compliance strategy.
• Act as a primary liaison between customers and internal teams to resolve concerns and escalations.
• Translate customer operational challenges into clear product and technical requirements for Engineering and Data teams.
• Influence the product roadmap by aggregating customer insights and observed risk patterns.
• Identify upsell and cross-sell opportunities by aligning customer risk gaps with company solutions.
• Analyze and communicate customer-level metrics and trends to support informed decision-making.

Requirements

• 7+ years of experience in trust & safety, risk operations, compliance, or fraud in high-volume environments.
• Direct experience owning operational programs such as background checks, identity verification, or fraud prevention.
• Proven ability to handle end-to-end customer escalations, including root cause analysis and executive communication.
• Hands-on experience tracking and improving operational KPIs (SLA, accuracy, quality scores).
• Experience partnering with Product and Engineering teams to define technical requirements.
• Must be based in the United States

Nice to have

• Background in gig economy or marketplace environments.

Culture & Benefits

• 100% remote work with occasional business travel.
• Comprehensive Medical, Vision, and Dental plans.
• 401k with employer match and Employee Stock Purchase Plan (ESPP).
• Flexible Paid Time Off (PTO) and 8 paid company holidays.
• Access to advanced technologies and growth opportunities.