VP, Customer Success

First Advantage Global operating Centre; Athens (GA); Remote; USD 200,000 - 225,000; Full time

Benefits offered by this job

Remote work option

401k with employer match

Employee Stock Purchase Plan (ESPP)

Paid time off and holidays

Job summary

First Advantage is seeking a VP of Customer Success to develop individualized client strategies and retain and grow existing business. You will guide client relationships, work with implementation teams to deliver projects on terms, and lead a high-performing, global Customer Services and Account Management organization.

This role focuses on strategic direction, revenue growth, and building a proactive, trusted-advisor culture, with travel required up to 25% and a strong emphasis on client

Qualifications

• Bachelor’s degree or equivalent professional experience; MBA strongly preferred
• 10+ years of account management experience
• 5+ years of organizational leadership experience
• 5+ years of experience managing complex, high-value accounts of $500K or more
• Proven leadership through change and organizational transformation
• Strong understanding of how to drive growth in a competitive business environment
• Excellent tactical execution skills
• Strong process orientation, with the ability to improve and innovate tools, workflows, and established practices
• Proven ability to communicate persuasively with stakeholders at all levels

Responsibilities

• Design and implement a strategy and operating plan for Customer Services and Account Management in a global growth environment.
• Retain and grow existing business by increasing account profitability and expanding revenue.
• Meet or exceed quotas, revenue growth, client satisfaction, and inventory workflow metrics.
• Develop a revenue pipeline strategy to achieve growth targets within existing client base.
• Lead the transformation to a customer-centric, solutions-based sales approach.
• Understand clients’ priorities and align execution with KPIs used to measure success.
• Oversee daily operations of Account Management and develop talent to deliver exceptional client experience.
• Leverage retention and upsell best practices to drive account growth.

Skills

Account management

Leadership

Strategic planning

Communication

Sales strategy

Stakeholder management

Team development

Problem solving

Travel readiness

Education

Bachelor’s degree or equivalent professional experience; MBA strongly preferred

Tools

Salesforce CRM

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.

About the Role:

The VP of Customer Success , develops individualized client strategies to retain and grow existing business. This role will support organizational growth by providing strategic client direction, building and maintaining new and existing client relationships, and working with the implementation team to ensure client projects are executed consistently and meet mutually agreed-upon terms and conditions. Bring your talent and skill to a place where you are a true, contributing member of a high-functioning team working for a global leader in the industry.

Job Responsibilities:

• Design, develop, and implement a comprehensive strategy and operating plan for the Customer Services and Account Management organizations in a global, rapid growth environment focusing on obtaining results, creating an exceptional customer experience, and deepening client relationships.
• Retain and grow existing business by increasing account profitability, setting strategic direction, and aggressively expanding revenue across the mid-market client base.
• Meet or exceed key business and sales metrics, including quotas, revenue growth, client satisfaction, and inventory workflow management.
• Develop and manage an effective revenue pipeline strategy that generates the scale of opportunities needed to achieve growth targets within the existing client base.
• Lead the transformation of the organization into a proactive, customer-centric team of trusted advisors that applies a solutions-based sales approach.
• Develop a deep understanding of key clients’ strategic priorities and initiatives, clearly articulate their business goals, and align execution with the performance metrics and KPIs used to measure success.
• Oversee the daily operations of the Account Management team while building the capabilities and skills needed to attract, develop, and retain talent that delivers an exceptional client experience.
• Leverage retention, upsell, and benchmarking best practices to drive operational efficiency and sustainable account growth.

What You’ll Need to Succeed:

• Bachelor’s degree or equivalent professional experience; MBA strongly preferred
• 10+ years of account management experience
• 5+ years of organizational leadership experience
• 5+ years of experience managing complex, high-value accounts of $500K or more
• Proven leadership through change and organizational transformation
• Strong understanding of how to drive growth in a competitive business environment
• Excellent tactical execution skills
• Strong process orientation, with the ability to improve and innovate tools, workflows, and established practices
• Skilled in developing clear, detailed, and persuasive communications and proposals
• Strong commitment to teamwork, collaboration, and continuous process improvement
• Effective stakeholder influence through strong verbal and written communication
• Strategic, self-directed, organized, and analytical, with excellent problem-analysis and problem-solving skills
• Proven success in building relationships, communicating across all organizational levels, influencing and negotiating, and establishing mutually agreed-upon expectations
• Diligent, resourceful, adaptable, and able to manage multiple priorities effectively
• Ability to travel at least 25% of the time

Preferred Experience:

• Proficiency with Salesforce CRM
• Success working in a virtual environment
• Entrepreneurial mindset, with a proven ability to thrive in a dynamic, evolving environment and optimize 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 remote 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!

The salary range for this position is approximately $200-225K 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.

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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.