Sr. Director Customer Success (EMEA)

We are seeking an individual located in the United Kingdom. This is a remote work from home position, and individual is required to reside and be authorized to work in the United Kingdom.

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.

We are seeking a remote Sr. Director, Customer Success; Individual must be in United Kingdom.

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

The Sr. Director of Customer Success, responsible for the Finance Vertical leads a high performing organisation that drives value realisation, retention and expansion across banks, insurance, payments, capital markets and fintech customers. This executive owns the end to end post sales customer lifecycle-from onboarding through to renewal-ensuring operational excellence and measurable ROI aligned to finance specific priorities (e.g., risk & compliance, operational efficiency, customer experience and data security). You will build the vertical strategy for a portfolio of complex enterprise accounts, partnering cross functionally with Sales, Operations, Product, Customer Care and Marketing to deliver exceptional customer outcomes and sustainable revenue growth.

Responsibilities Strategy & Leadership

• Define and execute the finance vertical CS strategy, segmented by sub vertical (banking, insurance, payments) and customer tier (strategic, enterprise, mid market).
• Build, scale and mentor a diverse team of Customer Success Managers and Directors.
• Establish a value framework with finance relevant KPIs, outcome maps and executive communications (QBRs).
• Own the renewal and net retention for your customer base (clear rules of engagement and forecast accountability).

Customer Outcomes & Advocacy

• Ensure successful onboarding and time to value with robust project governance for complex, multi stakeholder programmes.
• Drive QBR cadence with key stakeholders; communicate value tied to business cases and regulatory imperatives.
• Drive adoption, maturity and expansion through structured success plans, territory maps and executive sponsorship programmes.
• Build customer advocacy (references, case studies, advisory boards) aligned to the finance ecosystem.

Cross Functional Partnerships

• Partner with Product on voice of customer, roadmap validation, beta programmes and finance grade features (security, reporting, controls).
• Partner with Implementation teams for onboarding, reduce time to value and ensure high quality project delivery.
• Align with Sales teams on expansion strategies, whitespace analysis, commercial alignment and account plans.
• Collaborate with Support and Engineering on incident management, major incident communications and reliability narratives.

Operational Excellence

• Design and operationalise a CS operating model: segmentation, coverage, health scoring, success planning, QBR templates, renewals forecast and escalation paths.
• Own CS budget, capacity planning, hiring plan and productivity benchmarks.

What You May Need to be Successful

• Bachelor's degree or equivalent work experience. MBA highly desired.
• 3+ years of related experience in Account Management.
• 2+ years of organisational leadership experience.
• 5+ years of experience managing accounts valued at over $500k (significant company experience managing complex, high value accounts).
• Ability to manage and lead during times of change and organisational transformation.
• Understanding how to work growth businesses in a competitive environment.
• Excellent tactical execution skills.
• Strong sense of process and the ability to innovate on process tools and conventions.
• Ability to craft detailed, well written communications and proposals.
• Maintain a high emphasis on teamwork, collaboration and process innovation.
• Ability to influence others through strong verbal and written communication.
• Strategic mindset: self directed, organised, analytical and have excellent problem analysis/problem solving skills.
• Ability to build relationships, communicate effectively throughout an organisation, influence, negotiate and establish mutually agreeable expectations.
• Diligent, resourceful, versatile and able to multitask.
• Ability to travel at least 25%.

Preferred

• Entrepreneurial style with proven ability to thrive in a dynamic, changing environment where a critical key to success is the ability to optimise and leverage limited resources.

Why First Advantage is Your Next Big Career Move

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best in class user experiences, drive the development and deployment of scalable solutions and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

Benefits

• Health & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme.
• Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline.
• Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay.
• Career Development: Mentoring Programme, SOAR Programme (Manager development) and Annual Performance Reviews.

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!

United States Equal Opportunity Employment

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees and clients and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, colour, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information or any other area protected by applicable law.