Sr. Customer Success Director for Strategic Clients
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. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.
Say hello to a rewarding career and join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
What You'll Do:
As a Senior Customer Success Director for Strategic Clients, you will serve as the customer champion for 5 top-tier accounts within the Strategic Vertical. This role combines leadership, business development expertise, strategic and tactical management, entrepreneurial insight, and advanced analytical skills to drive, foster and optimize positive business outcomes.
While this role is 100% work from home, there will be occasional travel for training, team events and client support.
Responsibilities:
- Serve as the primary point of contact for strategic accounts, engaging with customers daily as their main representative.
- Act as the internal advocate for strategic accounts during customer escalations, collaborating with cross-functional teams and leadership as needed.
- Own and present key metrics related to strategic account programs.
- Facilitate business reviews and partnership meetings, identifying opportunities for U.S. and global upsell opportunities.
- Collaborate with the Customer Success Analyst team to maintain accurate tactical reporting and support general account management processes.
- Track partnership and opportunity activities using Salesforce.
- Provide regular internal reporting on program outcomes, key metrics, and customer feedback.
- Identify and develop sales leads, contributing to FA’s overall revenue generation, account retention, and growth.
- Leverage customer relationships to support senior leadership in strategic planning and alignment with business goals.
What You Will Need to be Successful:
- Bachelor’s degree or equivalent
- 8+ years of experience in customer success roles.
- Exceptional executive-level written and verbal communication skills.
- Strong objection-handling and problem-solving abilities.
- Advanced presentation and facilitation skills.
- Highly developed time management, project management, and organizational skills.
- Frequent travel to customer sites to effectively manage strategic initiatives and experience maintaining strong customer relationships during customer visits.
- Proficiency with Salesforce CRM.
- Internal experience with FA is a plus.
Why First Advantage is Your Next Big Career Move:
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
Additional benefits offered to our eligible people include:
- 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!
- Honor Honesty, Consistency, and Responsibility: Do the right thing
- Cultivate an environment of dignity: Show respect for the individual
- Take an Outside-In approach: Put the client first
- Think out-of-the-box: Innovate and create
- Stay Team-Oriented: Collaborate and appreciate each other
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!
The salary range for this position is approximately $100-140K base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.
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.