Customer Success Manager

🕒 September 25

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Provide responsive customer success support and maintain effective customer relationships to maximize client satisfaction, retention, and market penetration of First Advantage employment screening products and solutions • Serve as the primary point of contact for assigned clients • Monitor client activity, service levels, satisfaction, and key indicators to identify issues and opportunities • Proactively pursue problem resolution and product or service expansion • Develop and deliver presentations of First Advantage products and services • Work cross-functionally with internal and external partners to achieve client objectives • Escalate operational and technical issues involving operations, billing, and technology • Stay focused on issue resolution until fully resolved and assist with alternative solutions • Lead client engagement calls, business reviews, QBRs, and ABRs • Document and manage action and project plans within assigned accounts • Define and use key performance metrics; track account progress and strategic direction • Maintain activity records in Salesforce CRM • Manage customer contractual documentation, including RFP responses, renewals, upsells, MSAs, Schedule As, Statements of Work, SLAs, and SOPs • Attain monthly, quarterly, and annual quota within assigned accounts • Articulate First Advantage benefits and product advantages versus competitors • Promote and offer additional products and services • Create unsolicited renewal proposals using communication and needs analysis • Drive negotiation of pricing, terms, and conditions

🎯 Requirements

• 3 to 5 years of account management or other relevant experience for Account Management positions • Proven ability to proactively identify and solve complex problems • Success communicating ideas, presenting, and influencing others • Ability to work in a team environment • Experience working in a professional account management environment driving revenue growth • Experience attending or leading customer QBR meetings • Sales and negotiation experience in the recruiting or HR services industry • Exposure to working in a virtual environment • Experience delivering feedback, training, methodologies, and product information to management and field staff • Account management experience for technology-based products and services • Account management experience for products and services in the HR industry • Bachelor's degree or equivalent experience • Microsoft Office applications, including Word, PowerPoint, and Excel • Salesforce or equivalent CRM system preferred • Strong teamwork and collaboration skills with an outgoing personality • Strong verbal and written communication skills • Strategic, self-directed, organized, analytical, and problem-solving abilities • Ability to work under pressure and prioritize responsibilities and client requests • Ability to build relationships, communicate effectively, persuade, influence, negotiate, and establish mutually agreeable expectations • Commitment to service in a highly competitive industry • Diligent, resourceful, versatile, and able to multitask • Interest in working in a fast-paced, dynamic start-up environment

🏖️ Benefits

• Flexible schedule • 40–50 hour work week • Some positions may require up to 30% travel