Director, Customer Success (Staffing & BPO)

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 come 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: 

The Director of Customer Success leads a high-performing organization that drives value realization, retention, and expansion across customers. This executive owns the end-to-end post‑sales customer lifecycle-from onboarding through to renewal-ensuring operational excellence and measurable ROI aligned to vertical specific priorities (e.g., risk & compliance, operational efficiency, customer experience, and data security).
You will build the vertical strategy for a portfolio of complex enterprise accounts, partnering cross-functionally with Sales, Operations, Product, Customer Care, and Marketing to deliver exceptional customer outcomes and sustainable revenue growth.

While the role is 100% remote there will be up to 25% travel as needed for client needs. Individual must be located in the United States.

Responsibilities:

Strategy & Leadership

• Define and execute the vertical CS strategy, segmented 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 the renewal and net retention for your customer base (clear rules of engagement and forecast accountability).

Customer Outcomes & Advocacy

• Ensure successful onboarding and time-to-value with robust project governance for complex, multi-stakeholder programs.
• Drive QBR cadence with key stakeholders; communicate value tied to business cases and regulatory imperatives.
• Drive adoption, maturity, and expansion through structured success plans, territory maps and executive sponsorship programs.
• Build customer advocacy (references, case studies, advisory boards) aligned to the finance ecosystem.

Cross-Functional Partnerships

• Partner with Product on voice-of-customer, roadmap validation, beta programs, and finance-grade features (security, reporting, controls).
• Partner with Implementation teams for onboarding, reduce time-to-value, and ensure high-quality project delivery.
• Align with Sales teams on expansion strategies, whitespace analysis, commercial alignment, and account plans.
• Collaborate with Support and Engineering on incident management, major incident communications, and reliability narratives.

Operational Excellence

• Design and operationalize a CS operating model: segmentation, coverage, health scoring, success planning, QBR templates, renewals forecast, and escalation paths.
• Own CS budget, capacity planning, hiring plan, and productivity benchmarks.

EXPERIENCE:

• Bachelor's Degree or equivalent (MBA optional but preferred)
• 3+ years of related experience in Account Management
• 2+ Years of organizational leadership experience
• 5+ years of experience managing accounts valued at over $500k (significant company experience managing complex, high-value accounts)
• 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 sense of process and the ability to innovate on process tools and conventions
• Ability to craft detailed, well-written communications and proposal
• Maintain a high emphasis on teamwork, collaboration, and process innovation
• Ability to influence others through strong verbal and written communication
• Strategic mindset: self-directed, organized, analytical, and have excellent problem analysis/problem-solving skills
• Ability to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectations
• Diligent, resourceful, versatile, and able to multitask

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!

More About Our Values Code

• 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 $130-150K 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.

#LI-LR1

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.