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Customer Success Manager (Multifamily/Resident Vertical)
First AdvantageUnited States - Remote, United StatesRemotefull_timeVerifiedPosted 16 May 2025
💰 $85,000/yr($70,000/yr – $85,000/yr)
About the role
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:
Our Client Success Manager is 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:
EXPERIENCE:
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:
Our Client Success Manager is 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-s
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