Customer Success Manager

Core Purpose

Own and develop strategic customer relationships to drive retention, expansion, and long-term value, ensuring clients maximise the impact of First Advantage solutions while identifying growth opportunities within a cross section of Financial Service account.

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Relationship Management & Growth

· Act as the primary point of contact for a portfolio of financial customers

· Build trusted partnerships by understanding client priorities, challenges, and success measures.

· Proactively monitor account health (usage, performance, satisfaction) to identify risks and growth opportunities early.

· Drive account expansion through consultative engagement and solution-led conversations.

· Present and position FADV products and solutions in a way that aligns to client outcomes.

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Customer Success & Service Excellence

· Deliver a seamless, high-quality customer experience by collaborating cross-functionally (operations, product, billing, technology).

· Own issue resolution end-to-end, ensuring timely escalation and full closure.

· Provide proactive recommendations and alternative solutions to enhance client outcomes.

· Maintain a strong focus on client satisfaction, retention, and advocacy.

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Strategic Reviews & Performance Management

· Lead Quarterly and Annual Business Reviews (QBRs/ABRs), positioning FADV as a strategic partner.

· Define and track key performance metrics to measure success and value delivery.

· Analyse account performance and provide clear insights and forward-looking recommendations.

· Manage and track action plans, ensuring delivery against agreed objectives.

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Commercial Ownership & Expansion

· Contribute to revenue growth through upsell, cross-sell, and renewal opportunities.

· Build and deliver proposals, including renewals and unsolicited expansion opportunities.

· Demonstrate strong understanding of FADV’s value proposition, pricing, and competitive positioning.

· Support and lead commercial discussions and negotiations with clients.

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Operational & Administrative Excellence

· Maintain accurate and up-to-date account activity in Salesforce CRM.

· Manage client documentation including contracts, renewals, SOWs, SLAs, and RFP responses.

· Ensure strong governance and organisation across all assigned accounts.

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Experience & Capability Profile

· Proven experience in account management or customer success roles (3–5+ years).

· Strong track record of building relationships, influencing stakeholders, and driving outcomes.

· Experience leading customer reviews (QBRs) and working within commercial environments.

· Ideally experienced in technology, HR, or screening solutions.

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Key Skills & Attributes

· Strategic and commercially minded, with a focus on value creation and growth.

· Strong communicator with the ability to engage, influence, and challenge constructively.

· Highly organised, proactive, and able to manage multiple priorities in a fast-paced environment.

· Collaborative team player with a customer-first mindset.

· Resilient, resourceful, and comfortable operating in a dynamic, evolving environment.

· Experience of working within the financial secto

We have great people here and are looking for more. Come join us!
 

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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.