Customer Success Partner

At First Advantage (Nasdaq: FA), we are a leading provider of mission‑critical background screening solutions for Fortune 100 and Global 500 brands. Our team members work with empathy, compassion, and integrity to create an inclusive workforce empowered to be authentic.

Our Customer Success Partner is a member of the Strategic Account Management Team. This consultative sales and enterprise‑level account management role focuses on growing revenue in a select group of named accounts through the provision of First Advantage products and solutions. The successful candidate will develop and execute a strategic account plan, coordinate with client operations and technology teams, and ensure service levels and penetration goals are met.

This role is fully remote within the United States, with light travel occasionally required.

• Program Management: Develop clear and thorough sales account plans detailing customers, industries, and risk history. Track revenue trends, sales opportunities, and competitive threats.
• Meet or exceed monthly and annual revenue objectives within a defined list of named accounts.
• Identify additional products or solutions First Advantage can provide and recommend cross‑functional resources to maximize revenue opportunities.
• Demos and articulate First Advantage pricing, administrative procedures, and organizational structure to customers, answering questions and implementing solutions in a timely fashion.
• Maintain an up‑to‑date understanding of competitor offerings (price, product, service, or solution) to sell First Advantage’s advantages.
• Prepare and deliver quarterly and annual client business reviews.
• Document and manage all action and project plans for the assigned client base.
• Analyze trends and recommend potential changes to customer programs.
• Intervene as required to ensure customer satisfaction and deliver solutions by analyzing root causes of issues.
• Update and maintain knowledge of all aspects of customers’ background screening and occupational health programs, including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices.
• Constantly seek, share, and implement best practices.
• Establish and maintain excellent customer relationships at all levels to provide superior service and solutions.
• Manage customer communications 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.
• Administrative: Manage customer contractual documentation, including MSAs, schedule A’s, statements of work, SLAs, and SOPs.
• Manage contract renewals and proposal responses to RFPs, and develop unsolicited renewal proposals with clear value propositions.
• Monitor and report program metrics for customers.
• Perform other duties as assigned.

• Bachelor’s degree or equivalent work experience.
• 3+ years of proven experience in professional account management or sales account management, managing complex solutions and products for strategic national or global accounts with C‑level relationships.
• Proficiency with Microsoft Office applications (Word, PowerPoint, Excel).
• Strong oral and written communication and interpersonal skills.
• Outstanding multi‑tasking, time‑management, and organizational abilities.
• Excellent analytical, problem‑analysis, and problem‑solving skills.
• Demonstrated networking capabilities and a professional, business‑mature demeanor.

• Fully remote position with light business travel.
• Medical, vision, dental, and supplementary benefit plans.
• 401(k) with employer match and Employee Stock Purchase Plan.
• Competitive and flexible paid time off and 9 paid company holidays.
• Access to technology and growth opportunities.

Salary: $75,000–$90,000 annual base, before bonus structure. Final offer will be based on experience, industry knowledge, technical and communication skills, and other factors considered during the interview process.

First Advantage is an equal opportunity employer. We are committed to a workplace and recruitment process free from unlawful discrimination, harassment, and retaliation. Employment decisions are based solely on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.