Customer Success Manager

Drive impact. Build relationships. Help clients succeed.

Are you passionate about delivering exceptional customer experiences, building strong partnerships, and driving growth? Join our team as a Customer Success Manager and play a key role in empowering mid‑size organizations through industry‑leading employment screening solutions.

This role is ideal for someone who thrives on collaboration, strategic thinking, and being the trusted advisor clients rely on.

What You’ll Do

Be the primary partner for your clients

• Manage and nurture relationships with approximately 12 assigned clients.
• Serve as their go‑to contact—proactively identifying needs, opportunities, and early signs of issues.
• Deliver compelling presentations on our products and services.

Deliver exceptional customer service

• Collaborate cross‑functionally with internal teams across operations, billing, and technology.
• Escalate and resolve client issues with urgency and ownership.
• Provide thoughtful alternatives and solutions when product concerns arise.

Drive strategic account success

• Lead client engagement calls, QBRs, and annual business reviews.
• Analyze account activity, satisfaction levels, KPIs, and long‑term growth opportunities.
• Maintain detailed records of action plans, progress, and client goals.

Support business growth and expansion

• Identify upsell opportunities and manage renewals.
• Meet monthly, quarterly, and annual revenue targets.
• Present clear value propositions, pricing structures, and competitive advantages.
• Assist in preparing proposals, RFP responses, and contractual documents.

Keep things organized

• Maintain accurate data and activity logs in Salesforce.
• Manage contractual documentation such as MSAs, SLAs, SOWs, and renewals.

What You Bring

Required Experience

• 3–5 years in Account Management or a similar client‑facing role.
• Strong problem‑solving skills with the ability to anticipate and address complex issues.
• Proven experience presenting, influencing, and collaborating with diverse stakeholders.
• Ability to thrive in a team setting and build strong professional relationships.

Preferred Experience

• Account management in recruiting, HR tech, or employment solutions.
• Experience driving revenue growth in a consultative environment.
• Leading customer business reviews (QBRs/ABRs).
• Working virtually and coordinating with distributed teams.
• Managing technology‑based or HR‑related products/services.

Education

• Bachelor’s degree or equivalent experience.

Skills & Traits That Will Make You Successful

• Strong communication—both written and verbal.
• Strategic, organized, analytical, and self‑directed.
• Excellent at prioritizing tasks in a fast‑paced environment.
• Influential, persuasive, and skilled at negotiation.
• Highly service‑oriented with a team‑first mindset.
• Resourceful, adaptable, and able to multitask.
• Comfortable in dynamic, fast‑evolving environments.

Tools & Knowledge

Required:

• Microsoft Word, Excel, PowerPoint
• Ability to work a flexible schedule (40–50 hrs/week)
• Up to 30% travel depending on business needs

Preferred:

• Salesforce or similar CRM platforms

Why You’ll Love This Role

You’ll have the opportunity to deepen client relationships, solve meaningful problems, and directly contribute to revenue growth—all while working with a dynamic team in a high‑impact industry.

If you’re driven, relationship‑oriented, and excited to help customers succeed, we’d love to meet you!

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.