Customer Success Manager (Multifamily/Resident Vertical)

Fadv; Atlanta (GA); Remote; USD 70,000 - 85,000; Full time

Job summary

Join a leading provider of background screening solutions as a Client Success Manager. This remote role focuses on managing multifamily housing client relationships, ensuring operational processes run smoothly, and advocating for clients across teams. Ideal candidates will have a strong background in client success, excellent communication skills, and a proactive approach to problem-solving. Enjoy a competitive salary and benefits while contributing to a technology transformation in a global organization.

Benefits

Medical, Vision, Dental Plans

401k with Employer Match

Employee Stock Purchase Plan

Competitive Paid Time Off

Access to Growth Opportunities

Qualifications

• 3–5 years of experience in client success or account management.
• Strong communication skills to manage expectations.

Responsibilities

• Serve as primary contact for multifamily housing clients.
• Manage escalations related to background reports.
• Coordinate property transitions and client training.

Skills

Communication

Problem Solving

Organization

Attention to Detail

Client Management

Education

Bachelor's Degree

Tools

Excel

Salesforce

Job description

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:

OurClient Success Manageris a key partner to our multifamily housing clients, responsible for both relationship management and the smooth execution of operational processes. This includes managing FCRA credentialing, account setup, user access, client training, and contract renewals or amendments, in addition to any account changes in a smooth and timely manner all in close coordination with internal teams.

Multifamily client operations often move quickly, and delays can directly impact leasing, occupancy, and revenue. This role demands strong attention to detail, timely follow-through, and a high level of responsiveness, especially during property transitions, screening criteria updates, and background screening escalations.In addition to day-to-day support, you’ll be monitoring account health, identifies opportunities for improvement, and serves as the client’s advocate across teams.


While the role is 100% remote, individual must be located in the United States.

Responsibilities:

• Serve as the primary point of contact for a portfolio of multifamily housing clients, delivering proactive, high-quality service and support
• Manage time-sensitive escalations related to criminal background reports, providing clear updates and timely resolution
• Coordinate all aspects of property transitions, including acquisitions and dispositions, by facilitating credentialing, account setup, user access, and client training
• Guide clients through updates to screening criteria, staying ahead of evolving state and local regulations
• Monitor account activity, service levels, and satisfaction indicators to identify potential issues or opportunities early
• Generate, interpret, and present ad hoc reporting tailored to client-specific needs and use cases
• Conduct and lead client engagement calls, including quarterly business reviews (QBRs), offering data-driven recommendations to optimize program performance
• Collaborate closely with internal teams across implementation, compliance, and support to deliver seamless service across the client lifecycle
• Support client retention and growth by identifying upsell and cross-sell opportunities and contributing to renewal strategy and execution
• Proactively address client challenges and advocate for solutions that enhance the customer experience and align with business goals

EXPERIENCE:

• 3–5 years of experience in client success, account management, implementation, or a related customer-facing role
• Strong communication skills with the ability to build trust, manage expectations, and influence stakeholders at multiple levels
• Highly organized with strong attention to detail and the ability to manage multiple workflows and competing priorities
• Proven ability to proactively identify and resolve complex issues, especially those involving internal processes or cross-functional coordination
• Comfortable interpreting legal or regulatory guidance (with internal support) and translating it into actionable, client-facing recommendations
• Skilled in preparing and leading client engagement calls and business reviews, including presenting data and insights in a clear, compelling way
• Strategic thinker with strong problem-solving abilities and a self-directed, analytical approach to daily work
• Proficiency in Excel or similar tools for reporting and analysis; familiarity with Salesforce or another CRM system is a plus
• Collaborative team player with a positive, client-first attitude and the ability to work effectively in a fast-paced environment
• Experience coordinating credentialing, training, or access workflows is a plus
• Knowledge of the FCRA, tenant screening, multifamily housing industry, or compliance-driven services preferred

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!

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 $70-85K 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.

Scott Staples
Top 5% of Similar Sized Companies on Comparably

Awards

Reviews from current employees

Our leadership team is focused on making First Advantage the best place to work at.

The transparency and openness was refreshing

The open communication, positive intent and drive to continue to grow together.

First Advantage's Employee Net Promoter Score (eNPS) is 36, as rated by 884 employees. This means 53% of First Advantage employees would encourage their friends to become coworkers today.

3 Cool Reasons to Work at First Advantage

First Advantage is undergoing a technology transformation and is in a time of significant growth.

The company is backed by Silver Lake Partners, the global leader in technology investing.

It's a truly global organization with customers and teams members around the world.