Sr. Director Customer Success; EMEA

We are seeking an individual located in the United Kingdom. This is a remote work‑from‑home position, and individual is required to reside and be authorized to work in the United Kingdom.

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. 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.

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.

We are seeking a remote Sr. Director, Customer Success;
Individual must be in United Kingdom.

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data and APIs power 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, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

The Sr. Director of Customer Success, responsible for the Finance Vertical leads a high‑performing organisation that drives value realisation, retention and expansion across banks, insurance, payments, capital markets and fintech 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 finance‑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.

• Define and execute the finance‑vertical CS strategy, segmented by sub‑vertical (banking, insurance, payments) and customer tier (strategic, enterprise, mid‑market).
• 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).

• Ensure successful onboarding and time‑to‑value with robust project governance for complex, multi‑stakeholder programmes.
• Drive Q  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 programmes.
• Build customer advocacy (references, case studies, advisory boards) aligned to the finance ecosystem.

• Partner with Product on voice‑of‑customer, roadmap validation, beta programmes 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.

• Design and ope rationalise a CS operating model: segmentation, coverage, health scoring, success planning, Q  templates, renewals forecast and escalation paths.
• Own CS budget, capacity planning, hiring plan and productivity benchmarks.

• Bachelor’s degree or equivalent work experience. MBA highly desired.
• 3+ years of related experience in Account Management.
• 2+ years of organisational leadership experience.
• 5+ years of experience managing accounts valued at over $500k (significant company…