Team Lead Customer Success
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AI Summary
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. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.
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.
What You'll Do:
The Customer Success Team Lead is responsible for managing and developing a team of Customer Success Associates (CSAs) to ensure high levels of client satisfaction, retention, and growth. The role combines people leadership with hands-on customer engagement, driving operational excellence and consistent delivery of customer success outcomes.
Responsibilities:
Team Leadership & Development
- Lead, coach, and develop a team of Customer Success Consultants
- Set clear performance objectives and conduct regular 1:1s, reviews, and development plans
- Support team members in managing escalations and complex client situations
- Foster a high-performance, customer-centric team culture
Client Relationship Management
- Act as an escalation point for key or at-risk accounts
- Build and maintain relationships with strategic clients where required
- Support the team in delivering value-based engagement and retention strategies
Performance & Delivery
- Monitor and drive key KPIs including retention, renewal rates, CSAT, and SLA adherence
- Ensure consistent and high-quality service delivery across the team
- Oversee onboarding, adoption, and ongoing account health management
Operational Excellence
- Identify and implement process improvements to enhance efficiency and client experience
- Ensure alignment with internal processes, compliance requirements, and service standards
- Collaborate with cross-functional teams (Sales, Operations, Product, Compliance)
Commercial & Growth Focus
- Support renewal and expansion opportunities across the customer base
- Partner with Sales on account growth strategies and upsell opportunities
- Ensure the team proactively identifies risks and opportunities within accounts
What You Will Need to be Successful:
- Proven experience in Customer Success, Account Management, or related roles
- Previous team leadership or mentoring experience
- Strong stakeholder management and communication skills
- Ability to handle complex client scenarios and escalations
- Data-driven approach with experience using CRM/reporting tools
- Commercial awareness with a focus on retention and growth
Key Competencies
- Leadership and coaching
- Client relationship management
- Problem-solving and decision-making
- Communication and influence
- Organisation and prioritisation
- Continuous improvement mindset
Success Measures
- Customer retention and renewal rates
- Customer satisfaction (CSAT/NPS)
- Team performance and engagement
- SLA and service delivery metrics
- Identification and delivery of growth opportunities
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.
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!
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.
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