Director, Customer Success (Staffing & BPO)

First Advantage•Atlanta, GA

1d•$130,000 - $150,000•Remote

About The Position

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.

Requirements

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

Nice To Haves

MBA optional but preferred

Responsibilities

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).
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.
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.
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.