The Role
The Customer Success Lead manages the CSP team, focusing on strategic planning, operational oversight, and revenue growth while handling complex client accounts.
Summary Generated by Built In
ATTENTION: OPEN TO INTERNAL APPLICANTS
Role SummaryThe Customer Success Lead is a critical leadership and enablement role within the Client Solutions organization. This position is responsible for strategic planning, operational oversight, and leadership of the Client Success Partner (CSP) team. The Lead plays a pivotal role in enabling revenue retention, risk mitigation, and revenue growth across the Client Success portfolio. This role also manages a personal book of business while coaching, developing, and elevating the performance of CSPs.Key Responsibilities
Role SummaryThe Customer Success Lead is a critical leadership and enablement role within the Client Solutions organization. This position is responsible for strategic planning, operational oversight, and leadership of the Client Success Partner (CSP) team. The Lead plays a pivotal role in enabling revenue retention, risk mitigation, and revenue growth across the Client Success portfolio. This role also manages a personal book of business while coaching, developing, and elevating the performance of CSPs.Key Responsibilities
- Lead and support the Mid-Market Client Success Partner Team through targeted enablement initiatives and performance management.
- Serve as both player and coach—balancing personal account responsibilities with leadership duties.
- Manage a Team of 7 to 10 CSP’s managing 15 to 20 complex accounts each within the Mid-Market vertical, representing $15M–$20M in annual revenue.
- Oversee onboarding, development, and performance of new CSPs; accelerate learning curve and readiness.
- Evaluate each CSP’s strengths and development needs to align team skill sets with core business priorities.
- Support and resolve escalations raised by CSPs, ensuring quick and accurate issue resolution.
- Maintain territory assignments and key productivity ratios for assigned book of business.
- Partner with senior leadership to identify and implement Client Solutions process improvements.
- Facilitate successful rollout of new initiatives by ensuring operational readiness and clarity of execution.
- Own revenue pipeline forecasting and management for assigned clients.
- Monitor and manage contract renewals, amendments, and compliance obligations.
- Collaborate with cross‑functional departments to prioritize and execute account management tasks.
- Implement and optimize customer screening programs aligned with client business goals.
- Develop and negotiate long‑term contracts to secure revenue retention and growth.
- Build multi‑level client relationships to ensure partnership stability and program continuity.
- Create and execute strategic account plans targeting revenue expansion and enhanced client satisfaction.
- Support/Conduct regular Business Reviews using insight‑driven value propositions to mitigate client risk.
- Identify and drive upsell and cross‑sell opportunities leveraging the company’s full suite of services.
- Perform other duties as assigned.
- At least 4 years of proven track record of success in client success, account management, or related leadership roles.
- Exceptional organizational and prioritization skills.
- Strong analytical capability with the ability to identify business opportunities and operational risks.
- Demonstrated project management experience managing multi‑team deliverables.
- Strong business judgment—able to make strategic decisions balancing data and broader business impact.
- Ability to manage time‑sensitive work under pressure while maintaining high‑quality outcomes.
- Excellent communication and professional writing skills.
- Ability to quickly learn operational workflows and communicate them clearly to stakeholders.
- High proficiency with Excel, Salesforce (SFDC), and PowerPoint.
Skills Required
- At least 4 years of proven track record of success in client success, account management, or related leadership roles.
- Exceptional organizational and prioritization skills.
- Strong analytical capability with the ability to identify business opportunities and operational risks.
- Demonstrated project management experience managing multi-team deliverables.
- Strong business judgment--able to make strategic decisions balancing data and broader business impact.
- Ability to manage time-sensitive work under pressure while maintaining high-quality outcomes.
- Excellent communication and professional writing skills.
- Ability to quickly learn operational workflows and communicate them clearly to stakeholders.
- High proficiency with Excel, Salesforce (SFDC), and PowerPoint.
First Advantage Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First Advantage and has not been reviewed or approved by First Advantage.
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Retirement Support — A retirement plan is consistently described as part of the core package, including a 401(k) with an employer match and match levels that can be competitive. An Employee Stock Purchase Plan is also referenced alongside retirement, adding another long-term savings vehicle in some regions.
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Leave & Time Off Breadth — Time off is positioned as a meaningful strength, with generous vacation/holiday coverage and policies that can be flexible depending on employee type. Flexible Time Off for salaried roles, accrual-based PTO for hourly roles, and Volunteer Time Off are all cited as available in the broader package.
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Healthcare Strength — Medical coverage appears anchored in a mainstream national network, with Aetna-administered options referenced and broad provider acceptance highlighted. Overall medical coverage is framed as fairly good to very good in quality, even if the exact plan design varies by state and year.
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The Company
What We Do
First Advantage delivers comprehensive background check solutions and insights that enable employers and housing providers to make confident choices, reduce risk, and maintain compliance. With offices in 26 locations and a staff of 4,000+ employees, First Advantage leverages leading technology and the industry’s largest global capabilities to complete background checks in 200+ countries and territories. If you’re looking for employee or tenant background check solutions that enable fast and reliable decision making, we’re your First Advantage. For more detailed information on First Advantage products and services, visit fadv.com.
