Senior Customer Success Partner – GIG

🕒 June 28

🐊 Florida – Remote

🐊 Florida – Remote

💵 $100k - $125k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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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

• Own senior‑level customer relationships and serve as a trusted advisor on user trust, safety, risk, and compliance strategy for gig economy platforms. • Act as the primary liaison between customers and internal teams, ensuring customer needs and concerns are clearly understood and addressed through partnership. • Provide subject matter expertise and thought leadership to help customers design, evaluate, and improve their own risk and trust programs. • Partner with customers and internal teams to address concerns and escalations through structured analysis and clear recommendations. • Help define, interpret, and communicate customer‑level metrics and trends to support informed decision‑making. • Translate customer requests and operational challenges into clear product and technical requirements for Product, Engineering, and Data teams. • Influence Product roadmap priorities based on aggregated customer insights and observed risk patterns. • Identify upsell and cross‑sell opportunities by connecting customer risk gaps to First Advantage solutions and articulating value. • Support Sales and Customer Success teams with analytical insights and customer narratives during renewals and expansions.

🎯 Requirements

• 7+ years of experience in trust & safety, risk operations, compliance, fraud, vendor operations, program management, or scaled customer operations within high‑volume environments. • Direct ownership of operational programs at scale, including background checks, identity verification, fraud prevention, continuous monitoring, or quality assurance workflows. • Proven ability to own customer escalations end‑to‑end, including root cause analysis, remediation planning, and executive‑level communication. • Hands‑on experience defining, tracking, and improving operational KPIs, such as accuracy, turnaround time, SLA performance, compliance rates, or quality scores. • Demonstrated partnership with Product and Engineering teams, translating operational or customer needs into clear technical requirements or roadmap inputs. • Experience influencing or managing external vendors or partners, including performance management, audits, or quality controls. • Background in gig economy, marketplace, or high-volume operational environments preferred

🏖️ 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 8 paid company holidays • Access to new tech and growth opportunities, and leaders who want to see you succeed!