Customer Success Director - Gig Vertical

We are looking for a remote Customer Success Director. The candidate must be located in the United Kingdom and authorized to work there.

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Powered by proprietary technology and AI, our platforms, data, and APIs enable comprehensive employment background screening, identity solutions, and verification services. Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, we empower 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

The Customer Success Director is a member of the Account Management Team. This consultative sales and large‑account management role focuses on growing revenue in the most strategic accounts through sales of First Advantage products and solutions within a select group of named accounts. You will develop and maintain strategic account plans, drive penetration of FA solutions throughout the enterprise, and coordinate with client, operations, and technology teams to ensure service levels are met.

Program Management

• Develop clear and thorough sales account plans detailing all relevant information about customers, their industries, and their specific risk history. Track revenue trends and sales opportunities and analyze competitive threats.
• Identify additional products or solutions FA can provide.
• Identify required cross‑functional resources needed to maximize revenue opportunities and penetrate the market with FA products and solutions.
• Demonstrate a deep understanding of First Advantage pricing, administrative procedures, and organization to articulate benefits effectively and answer client questions. Maintain up‑to‑date knowledge of competitor offerings.
• Prepare and deliver quarterly and annual client business reviews.
• Document and manage all action/project plans for the assigned client base.
• Analyze trends and make recommendations on potential changes to customer programs. Intervene to ensure customer satisfaction and provide solutions to business problems.
• Update and maintain knowledge of all aspects of customers’ background screening and/or occupational health programs.
• Constantly seek, share, and implement best practices.
• Establish and maintain excellent customer relationships at all levels; manage customers with clear communication and needs analysis. Provide internal leadership in a heavily matrixed environment managing several cross‑functional resources.
• Partner with the internal account team to review program performance.

• Manage customer contractual documentation: MSAs, Schedule As, Statements of Work, SLAs, and SOPs. Manage contract renewals and proposal responses to RFPs.
• Develop and deliver unsolicited renewal proposals with clearly articulated value propositions.
• Manage monitoring and reporting programs for customers.
• Perform other duties as assigned.

• Bachelor's degree or equivalent work experience.
• 7‑10 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.
• Proficiency with MS Office applications including Word, PowerPoint, and Excel.
• Strong oral and written communication and interpersonal skills.
• Outstanding multi‑tasking and time‑management abilities.
• Excellent organizational, analytical, problem‑analysis, and problem‑solving skills.
• Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity.
• 40‑50 hour work week with additional hours as customers, situations, and projects require.

• 3 years of virtual work experience.
• Work experience in a professional sales environment (desirable).

• Health & Wellbeing: Medical, Vision, Dental, Bike‑to‑Work Scheme, Employee Assistance Programme.
• Personal Financial Planning: Pension with employer contribution, Life Assurance, and Financial…