Sr. Director, Customer Success; Technology 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.

The Sr. Director of Customer Success leads a high‑performing organization that drives value realization, retention, and expansion across 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 vertical 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.

This role is 100% work from home role within the United States. Ability to travel up to 25% may be required.

• Strategy & Leadership Define and execute the vertical CS strategy, segmented by sub-vertical and customer tier 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).
• Customer Outcomes & Advocacy Ensure successful onboarding and time‑to‑value with robust project governance for complex, multi‑stakeholder programs.
• 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 programs.
• Build customer advocacy (references, case studies, advisory boards) aligned to the finance ecosystem.
• Cross‑Functional Partnerships Partner with Product on voice‑of‑customer, roadmap validation, beta programs, 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.
• Operational Excellence Design and operationalize 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)
• 5+ years of related experience in Account Management
• 2+ years of organizational leadership experience
• 5+ years of experience managing accounts valued at over $500k (significant company experience managing complex, high‑value accounts)
• Maintain a high emphasis on teamwork, collaboration, and process innovation
• Ability to influence others through strong verbal and written communication
• Strategic mindset: self‑directed, organized, analytical, and have excellent problem analysis/problem‑solving skills
• Ability to build relationships, communicate…