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FI
Sr. Director, Customer Success
First AdvantageUnited States - Remote, United StatesRemotefull_timeVerifiedPosted 23 May 2025
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:
The Sr. Director, Customer Success is responsible for developing individualized customer strategies to retain and grow existing business. This role will support organizational growth by providing strategic customer direction, building and maintaining new and existing customer relationships, and working with the implementation team to ensure customer projects are executed consistently and meet mutually agreed-upon terms and conditions. Bring your talent and skill to a place where you are a trustworthy, contributing member of a high-functioning team working for a global leader in the industry.
While this role is 100% work from home, there will be occasional travel for training, team events and client support.
Responsibilities:
What You Will Need to be Successful:
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, Customer Success is responsible for developing individualized customer strategies to retain and grow existing business. This role will support organizational growth by providing strategic customer direction, building and maintaining new and existing customer relationships, and working with the implementation team to ensure customer projects are executed consistently and meet mutually agreed-upon terms and conditions. Bring your talent and skill to a place where you are a trustworthy, contributing member of a high-functioning team working for a global leader in the industry.
While this role is 100% work from home, there will be occasional travel for training, team events and client support.
Responsibilities:
- Designing, developing, and implementing 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.
- Maintain, grow, and increase the existing business's profitability and manage the assigned accounts' strategic direction. In addition, aggressively expand revenue within the current Enterprise base customers.
- Meet or exceed standard business and sales metrics, including quotas, revenue growth, client satisfaction, and inventory workflow management.
- Create an effective revenue pipeline strategy and effectively manage the process to create the scale of opportunities necessary to meet targets within the existing customer base.
- Transform the current organization into a customer-centric, proactive, trusted advisor organization that uses a solutions sales approach.
- Demonstrate an understanding of the qualitative strategies and initiatives of the existing vital customers and articulate their companies' goals, including understanding the performance metrics or KPIs that will be used to measure execution success.
- Utilize retention and upsell practices and benchmarking processes to drive operational efficiencies
What You Will Need to be Successful:
- Bachelor's Degree or equivalent (MBA preferred)
- 5+ years’ proven experience and track record in sales account management, managing complex solutions and products for strategic National and or Global accounts with C-level relationship experience. With experience managing accounts valued at over $500K.
- 2+ years of organizational leadership Experience
- Ability to manage and lead effectively during times of organizational change and transformation
- Experience working in growth-oriented businesses within a competitive environment
- Excellent tactical execution skills and the ability to deliver results under pressure
- Strong understanding of process management, with the capability to innovate and improve process tools and conventions
- Skilled in crafting detailed, well-written communications and proposals for various stakeholders
- Willingness to travel up to 25% of the time
- Preferred-Entrepreneurial mindset with a proven ability to thrive in dynamic, fast-paced environments, optimizing and leveraging limited resources
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