The Role
Supervise and manage a team of Client Success Associates, ensuring excellent customer service, training, performance evaluation, and problem resolution for client inquiries.
Summary Generated by Built In
About the role:
As the Manager Customer Success, you will be responsible for supervising a team of Client
Success Associates (CSA) to ensure timely and accurate completion of all work activities. The CSS
will be responsible for the day-to-day management of a team of Client Success personnel within an
assigned Industry Vertical dealing with inquiries and assisting the Client Success Partner (formerly
Account Management) team. The CSS will be organized with strong leadership capabilities to
supervise, guide and motivate team members to work together and ensure they are delivering
excellent customer service to their clients. Our primary goal is to provide hiring peace of mind by
delivering a simple, smarter background screening and onboarding experience for employers
worldwide, and we'd be honored if you'd join us.
This Is What You’ll Do:
As the Manager Customer Success, you will be responsible for supervising a team of Client
Success Associates (CSA) to ensure timely and accurate completion of all work activities. The CSS
will be responsible for the day-to-day management of a team of Client Success personnel within an
assigned Industry Vertical dealing with inquiries and assisting the Client Success Partner (formerly
Account Management) team. The CSS will be organized with strong leadership capabilities to
supervise, guide and motivate team members to work together and ensure they are delivering
excellent customer service to their clients. Our primary goal is to provide hiring peace of mind by
delivering a simple, smarter background screening and onboarding experience for employers
worldwide, and we'd be honored if you'd join us.
This Is What You’ll Do:
- Supervise a work team of Client Success Associates to achieve company and account revenue retention and growth objectives.
- Provide training for new and existing CSAs.
- Monitor and evaluate daily CSA activities to ensure timely and accurate responses to clients and internal teams.
- Compile and analyze team metrics to ensure consistent performance, track trends and communicate findings and suggestions.
- Handle second-level escalated issues from clients and employees.
- Performance management of employees (assist with performance reviews, PIP’s, etc.)
- Escalate issues to Client Success Leader (CSL) and/or CSP, as appropriate.
- Act as a backup for the team for daily activities, as needed.
- Handle additional projects/tasks as assigned
- Commit to delivering excellent customer service to achieve a high level of customer satisfaction and partnership.
- Foster and participate in a team environment
- Train, supervise, mentor and motivate employees.
- Maintain confidentiality of employee and company information.
- Demonstrate excellent oral and written communication skills and phone etiquette.
- Guide employees with performance management.
- Prioritize and solve problems while demonstrating attention to detail.
- Multitask and remain calm and professional under pressure.
- Think creatively and provide real-time problem or issue resolution.
- Develop and grow cross departmental relationships to build a strong internal network.
- 5+ years of Client Success experience or solid sales support experience.
- Experience managing a team or multiple teams.
- Bachelor’s degree or equivalent experience
Skills Required
- 5+ years of Client Success experience or solid sales support experience
- Experience managing a team or multiple teams
- Bachelor's degree or equivalent experience
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.
