[Hiring] Sr. Director, Customer Success @First Advantage Global operating Centre

Role Description

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 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.

Qualifications

• 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%.

Benefits

• 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!

Salary

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

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.