Customer Success Director; Gig Economy Vertical

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.

As a Customer Success Director at First Advantage, you’ll be responsible for the satisfaction, retention, and growth of key clients within the fast-moving Gig Economy space. You’ll develop and nurture strong relationships while expanding our footprint through a consultative, tech-forward approach. This strategic role requires a deep understanding of customer needs, the ability to navigate complex operational and technical environments, and close collaboration with both internal and external stakeholders.

Success in this role means becoming a trusted advisor—ensuring customers receive measurable value while driving the adoption of First Advantage solutions across their enterprise.

While the role is 100% remote, the individual must be located in the United States.

• Become an expert in the gig economy industry and utilize your subject matter expertise to focus on technology-driven solutions and risk mitigation for customers
• Identify and develop multi-level relationships with key decision makers to ensure retention and relationship stability
• Champion Trust & Safety by presenting secure, compliant, and scalable solutions for customers in the fast-moving gig economy
• Navigate complex issues, both technical and non-technical including API troubleshooting, data security, and compliance concerns
• Conduct regular business reviews using value-add propositions to mitigate client risk and enhance background screening programs and platform onboarding workflows
• Map client business requirements to First Advantage’s technology capabilities, identifying gaps, omissions, and process optimizations
• Champion successful customer outcomes and innovate ways to improve our service delivery and deliver to trust & safety standards
• Develop strategic account plans to grow customer revenue and achieve world-class customer satisfaction, with a focus on scalable technology adoption

• 7+ years of Customer Success (or Account Management) experience supporting enterprise level customers
• Demonstrated success in managing customer relationships highly dependent on technical integrations (APIs) and complex compliance environments
• Ability to effectively communicate with senior level decision makers and successfully handle objections
• Familiarity with APIs and partnership platform (ATS, HRIS) integrations
• Strong program management, presentation, and negotiation skills
• Excellent communication skills to deliver clear messages and create positive, impactful experiences for clients
• Prior experience in Gig economy or Trust & Safety roles preferred
• 4-year degree strongly preferred
• Travel expected on a quarterly basis

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

• 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 8 paid company holidays
• Access to new tech and growth opportunities, and leaders who want to see you succeed!

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