Sr. Director, Customer Success (Technology Vertical)

First Advantage Background Services; Georgia; Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Remote work option

Medical, Vision, Dental

401k with company match

Employee Stock Purchase Plan (ESPP)

Generous PTO and holidays

Job summary

First Advantage Background Services is seeking a Sr. Director of Customer Success to lead a high-performing post-sales organization. The role oversees onboarding through renewal, driving value, retention, and expansion across enterprise accounts.

This 100% work-from-home position within the United States requires travel up to 25% and collaboration across Sales, Operations, Product, Customer Care, and Marketing to deliver measurable ROI and sustainable revenue growth.

Qualifications

• 5+ years of related experience in Account Management
• 2+ years of organizational leadership experience
• 5+ years of experience managing accounts valued at over $500k
• Ability to influence through strong verbal and written communications
• Strategic mindset with problem-solving skills
• Ability to travel at least 25%

Responsibilities

• Define and execute the vertical CS strategy and lead a diverse team of Customer Success Managers and Directors
• Establish a value framework with finance KPIs and executive communications
• Own renewal and net retention for the customer base
• Ensure onboarding and time-to-value with robust project governance for multi-stakeholder programs
• Drive QBR cadence and communicate value tied to business cases and regulatory imperatives
• Drive adoption, maturity, and expansion through structured success plans and sponsorship programs
• Build customer advocacy through references, case studies, and advisory boards

Skills

Strategic leadership

Account management

Cross-functional collaboration

Executive communication

Forecasting & budgeting

Problem solving

Team building

Education

Bachelor's Degree

MBA desired

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:

The Sr. 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. This role is 100% work from home role within the United States. Ability to travel up to 25% may be required.

Key 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.

What You Will Need to be Successful:

• bachelor\'s Degree, or equivalent work experience. (MBA highly desired)
• 5+ 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)
• 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
• Other Knowledge, Skills, and Abilities
• 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 proposals
• Ability to travel at least 25%

Preferred:

• Entrepreneurial style with proven ability to thrive in a dynamic, changing environment where a critical key to success is the ability to optimize and leverage limited resources

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?

You have learned a little about us today – we want to learn about you!

The salary range for this position is approximately $150,000-180,000 annual base before bonus structure. 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.

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.

First Advantage is a leading provider of global software and data in the HR technology industry. Enabled by its proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, digital identity solutions, and verification services. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to hire smarter and onboard faster. Headquartered in Atlanta, Georgia, First Advantage serves customers in over 200 countries and territories, modernizing hiring and onboarding on a global scale. For more information, please visit our website at https://fadv.com/.

Ready to make an impact and shape the future of trust in the workplace? Explore opportunities and join our team.

As an award‑winning global leader in identity and workforce solutions, First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle.

• Authenticity
• Curiosity
• Integrity
• Teamwork
• Customer‑inspired
• Be a part of the growth, innovation, and impact we’re building at First Advantage!

• Professional development opportunities, such as our award‑winning SOAR program
• Generous Paid Time Off Program*
• Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities*
• Competitive benefits (medical, dental, etc.)*
• Global Employee Assistance Program (EAP) available to all team members
• Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year
• *Must meet hourly work requirement to be eligible