Job Description
CUSTOMER SUCCESS LEAD
We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.
Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
About First Advantage
First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.
Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.
What You'll Do
A successful CUSTOMER SUCCESS LEAD will play a key role in enabling revenue retention, risk mitigation, and revenue growth across the Client Success portfolio. This role also manages a personal book of business while coaching, developing, and elevating the performance of CSPs.
Responsibilities:
- Lead and support the Mid-Market Client Success Partner Team through targeted enablement initiatives and performance management.
- Serve as both player and coach—balancing personal account responsibilities with leadership duties.
- Manage a Team of 7 to 10 CSP’s managing 15 to 20 complex accounts each within the Mid-Market vertical, representing $15M–$20M in annual revenue.
- Oversee onboarding, development, and performance of new CSPs; accelerate learning curve and readiness.
- Evaluate each CSP’s strengths and development needs to align team skill sets with core business priorities.
- Support and resolve escalations raised by CSPs, ensuring quick and accurate issue resolution.
- Maintain territory assignments and key productivity ratios for assigned book of business.
- Partner with senior leadership to identify and implement Client Solutions process improvements.
- Facilitate successful rollout of new initiatives by ensuring operational readiness and clarity of execution.
- Own revenue pipeline forecasting and management for assigned clients.
- Monitor and manage contract renewals, amendments, and compliance obligations.
- Collaborate with cross‑functional departments to prioritize and execute account management tasks.
- Implement and optimize customer screening programs aligned with client business goals.
- Develop and negotiate long‑term contracts to secure revenue retention and growth.
- Build multi‑level client relationships to ensure partnership stability and program continuity.
- Create and execute strategic account plans targeting revenue expansion and enhanced client satisfaction.
- Support/Conduct regular Business Reviews using insight‑driven value propositions to mitigate client risk.
- Identify and drive upsell and cross‑sell opportunities leveraging the company’s full suite of services.
- Perform other duties as assigned.
What You Will Need to be Successful:
- At least 4 years of proven track record of success in client success, account management, or related leadership roles.
What You May Need to be Successful:
- Exceptional organizational and prioritization skills.
- Strong analytical capability with the ability to identify business opportunities and operational risks.
- Demonstrated project management experience managing multi‑team deliverables.
- Strong business judgment—able to make strategic decisions balancing data and broader business impact.
- Ability to manage time‑sensitive work under pressure while maintaining high‑quality outcomes.
- Excellent communication and professional writing skills.
- Ability to quickly learn operational workflows and communicate them clearly to stakeholders.
- High proficiency with Excel, Salesforce (SFDC), and PowerPoint.
Why Join Us at First Advantage?
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.
- Employee Impact Groups
- FA Cares volunteer opportunities
- Mentorship Advantage Program
- SOAR, award-winning manager development program
Additional benefits offered include:
- Competitive Salary Package
- HMO Benefits
- Free mental health consultation
- Hybrid work set up
Please note that a valid NBI clearance is required for external candidates. External candidates must ensure it is available as soon as possible to avoid delays in the hiring process. This requirement does not apply to internal (IJP) candidates.
What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.