Customer Success Manager

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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

• Lead a team of Customer Success Analysts who support our Client Success Partners and clients worldwide. • Set the vision and standards for the Customer Success Support team, reframing its purpose from task execution to strategic partnership. • Design and refine processes, tools, and workflows to increase efficiency, quality, and scalability. • Coach, mentor, and develop Lead Analysts and Analysts; recognize strong performance; and create clear paths for growth. • Partner closely with Customer Success Partners to support revenue retention, account growth, and expansion. • Collaborate proactively across Customer Success, Operations, Product, and other teams, and represent the voice of the client internally. • Define meaningful metrics, analyze trends, surface insights, and translate them into action. • Resolve high-stakes client issues and use what you learn to prevent them from recurring.

🎯 Requirements

• 5+ years in customer success, client success, or account management, including 3+ years leading teams. • A track record of building high-performing teams and bringing people along through change and growth. • Experience influencing commercial outcomes such as retention, growth, or expansion. • A continuous-improvement mindset, with examples of making processes better, simpler, or more efficient. • Strong stakeholder and cross-functional collaboration skills — you lead through influence, not just authority. • Strong analytical skills and comfort using data to guide decisions. • Bachelor’s degree or equivalent experience.

🏖️ Benefits

• Ability to work remotely with occasional business travel. • Medical, Vision, Dental, and supplementary benefit plans. • 401k with an employer match, and an Employee Stock Purchase Plan (ESPP). • Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays. • Access to tech and growth opportunities, and leaders who want you to succeed!