Senior Director, Customer Success – Technology Vertical

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $150k - $180k / 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

• Lead a high-performing Customer Success organization driving value realization, retention, and expansion across customers • Own the end-to-end post-sales customer lifecycle from onboarding through renewal • Build vertical strategy for a portfolio of complex enterprise accounts • Partner with Sales, Operations, Product, Customer Care, Marketing, Implementation, Support, and Engineering • Define and execute the vertical Customer Success strategy by sub-vertical and customer tier • Build, scale, and mentor a diverse team of Customer Success Managers and Directors • Establish a value framework with finance-relevant KPIs, outcome maps, and executive communications/QBRs • Own renewals and net retention, including rules of engagement and forecast accountability • Ensure successful onboarding and time-to-value with project governance for complex, multi-stakeholder programs • Drive QBR cadence, adoption, maturity, and expansion through success plans, territory maps, and executive sponsorship • Build customer advocacy through references, case studies, and advisory boards • Partner with Product on voice-of-customer, roadmap validation, beta programs, security, reporting, and controls • Partner with Implementation teams to reduce time-to-value and ensure high-quality project delivery • Align with Sales on expansion strategies, whitespace analysis, commercial alignment, and account plans • Collaborate with Support and Engineering on incident management, major incident communications, and reliability narratives • Design and operationalize a Customer Success operating model covering segmentation, coverage, health scoring, success planning, QBR templates, renewals forecast, and escalation paths • Own Customer Success budget, capacity planning, hiring plan, and productivity benchmarks

🎯 Requirements

• Bachelor's Degree, or equivalent work experience • MBA highly desired • 5+ years of related experience in Account Management • 2+ years of organizational leadership experience • 5+ years of experience managing accounts valued at over $500k • Ability to travel at least 25% • Ability to influence others through strong verbal and written communication • Strategic, self-directed, organized, analytical, and strong problem-solving skills • Ability to build relationships, communicate effectively, influence, negotiate, and establish mutually agreeable expectations • Ability to manage and lead during times of change and organizational transformation • Understanding how to work growth businesses in a competitive environment • Excellent tactical execution skills • Strong process orientation and ability to innovate on process tools and conventions • Ability to craft detailed, well-written communications and proposals • Entrepreneurial style with proven ability to thrive in a dynamic, changing environment (preferred)

🏖️ Benefits

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

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