Manager Customer Success Support
Sandy Springs, Fulton County, Georgia, USA
Listed on 2026-08-02
-
Management
Client Relationship Management -
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Management
Job Title:
Manager Customer Success Support
Location:
This role is a remote position; individual must be authorized and working from the United States.
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.
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.
WhatYou’ll Do
- Set the vision and standards. Define the strategy and direction for the Customer Success Support team, reframing its purpose from task execution to strategic partnership.
- Champion continuous improvement. Design and refine processes, tools, and workflows to increase efficiency, quality, and scalability.
- Grow your people. Coach, mentor, and develop Lead Analysts and Analysts; recognize strong performance; and create clear paths for growth.
- Drive commercial outcomes. Partner closely with Customer Success Partners to support revenue retention, account growth, and expansion.
- Strengthen partnerships. Collaborate proactively across Customer Success, Operations, Product, and other teams, and represent the voice of the client internally.
- Lead with data. Define meaningful metrics, analyze trends, surface insights, and translate them into action.
- Own complex escalations. Resolve high-stakes client issues and use what you learn to prevent them from recurring.
- 5+ years in customer success, client success, or account management, including 3+ years leading teams.
- A track record of building high-performing teams and bringing people along through change and growth.
- Experience influencing commercial outcomes such as retention, growth, or expansion.
- A continuous-improvement mindset, with examples of making processes better, simpler, or more efficient.
- Strong stakeholder and cross-functional collaboration skills — you lead through influence, not just authority.
- Strong analytical skills and comfort using data to guide decisions.
- Bachelor’s degree or equivalent experience.
- Experience in background screening, HR technology, SaaS, or a related B2B services environment.
- Experience introducing or scaling process improvements, automation, or new tools.
- Experience helping an established, experienced team adopt new ways of working.
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.
Employee Impact Groups FA Cares volunteer opportunities Mentorship Advantage Program SOAR, award-winning manager development program
Additional benefits offered to our eligible people include:- 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!
The salary range for this position is approximately $90-110k.…
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