VP, Customer Success

## VP, Customer Success Apply:
US _Remote:
Full time:
Posted Today:
R10495

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, drug screening, and identity solutions to some of the most recognized Fortune 100 and Global 500 brands.

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* 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.

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* 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…