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 & AdvocacyEnsure successful onboarding and time-to-value with robust project governance for complex, multi-stakeholder programs.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 programs.Build customer advocacy (references, case studies, advisory boards) aligned to the finance ecosystem.Cross-Functional PartnershipsPartner with Product on voice-of-customer, roadmap validation, beta programs, 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 ExcellenceDesign and operationalize 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 Management2+ years of organizational leadership experience5+ 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 organizational transformationUnderstanding how to work growth businesses in a competitive environmentExcellent tactical execution skillsStrong sense of process and the ability to innovate on process tools and conventionsAbility to craft detailed, well-written communications and proposalsMaintain a high emphasis on teamwork, collaboration, and process innovationAbility to influence others through strong verbal and written communicationStrategic mindset: self-directed, organized, analytical, and have excellent problem analysis/problem-solving skillsAbility to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectationsDiligent, resourceful, versatile, and able to multitaskAbility 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 optimize and leverage limited resourcesWhy First Advantage is Your Next Big Career MoveFirst 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 & WellbeingHealth & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme.Personal Financial PlanningPersonal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline.Personal & Family LeavePersonal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay.Career DevelopmentCareer 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, color, 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.
