Manager Customer Success Support

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. About First Advantage 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. What You’ll Do As Manager, Customer Success Support, you’ll lead a team of Customer Success Analysts who support our Client Success Partners and clients worldwide. You’ll set the vision and standards, invest in your people’s growth, strengthen partnerships across the business, and bring a continuous-improvement mindset — helping the team become even more strategic, efficient, and client-focused over time. Responsibilities • 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. What You’ll Bring Required • 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. Preferred • 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. Why Join Us at First Advantage? 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! What Are You Waiting For? Apply Today! You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now! The salary range for this position is approximately $90-110k. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process. #LI-Remote We have great people here and are looking for more. Come join us! Follow us: Facebook Instagram LinkedIn X YouTube Equal Employment Opportunities at First Advantage First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment 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.