Team Lead Customer Success

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 & DevelopmentLead, coach, and develop a team of Customer Success ConsultantsSet clear performance objectives and conduct regular 1:1s, reviews, and development plansSupport team members in managing escalations and complex client situationsFoster a high-performance, customer-centric team cultureClient Relationship ManagementAct as an escalation point for key or at-risk accountsBuild and maintain relationships with strategic clients where requiredSupport the team in delivering value-based engagement and retention strategiesPerformance & DeliveryMonitor and drive key KPIs including retention, renewal rates, CSAT, and SLA adherenceEnsure consistent and high-quality service delivery across the teamOversee onboarding, adoption, and ongoing account health managementOperational ExcellenceIdentify and implement process improvements to enhance efficiency and client experienceEnsure alignment with internal processes, compliance requirements, and service standardsCollaborate with cross-functional teams (Sales, Operations, Product, Compliance)Commercial & Growth FocusSupport renewal and expansion opportunities across the customer basePartner with Sales on account growth strategies and upsell opportunitiesEnsure the team proactively identifies risks and opportunities within accountsWhat You Will Need to be Successful:Proven experience in Customer Success, Account Management, or related rolesPrevious team leadership or mentoring experienceStrong stakeholder management and communication skillsAbility to handle complex client scenarios and escalationsData-driven approach with experience using CRM/reporting toolsCommercial awareness with a focus on retention and growthKey CompetenciesLeadership and coachingClient relationship managementProblem-solving and decision-makingCommunication and influenceOrganisation and prioritisationContinuous improvement mindsetSuccess MeasuresCustomer retention and renewal ratesCustomer satisfaction (CSAT/NPS)Team performance and engagementSLA and service delivery metricsIdentification and delivery of growth opportunitiesWhy 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!Follow us:FacebookInstagramLinkedInXYouTubeEqual Employment Opportunities at First AdvantageFirst 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.