Team Lead Customer Success

Remote from: UK
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 25 Jun 2026
Apply before: 25 Jul 2026
Experience level: Senior
Views / Applies: 69 / 11

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Security & Investigations
2003

AI Summary

This is a Team Lead Customer Success role at First Advantage, a leading provider of background screening solutions. The position involves managing and developing a team of Customer Success Associates to drive client satisfaction, retention, and growth. Key responsibilities include team leadership, client relationship management, performance monitoring, and operational excellence. The ideal candidate has proven experience in customer success or account management, along with team leadership skills. The job offers a competitive benefits package and the opportunity to work in a technology-driven environment.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires balancing people management, client relationship management, and operational metrics, which is moderately complex. Handling escalations and driving retention adds pressure.

Salary Analysis

AI Insight The salary for this role is not specified, but based on market data, the typical range for a Customer Success Team Lead in the US is $80,000 to $120,000 per year. The median of $100,000 is competitive for this position.

Key Skills

Customer Success Team Leadership Client Relationship Management Retention Strategy Data Analysis CRM Tools SLA Management Cross-functional Collaboration Escalation Management Performance Metrics

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Team Lead Customer Success position at First Advantage. With over five years of experience in customer success and team leadership, I have successfully driven client retention and growth while developing high-performing teams. My background includes managing escalations, implementing process improvements, and using data-driven strategies to enhance client satisfaction.

In my previous role, I led a team of Customer Success Associates, achieving a 95% retention rate and improving CSAT scores by 20%. I am skilled in stakeholder management, cross-functional collaboration, and leveraging CRM tools to track performance and identify growth opportunities. I am passionate about fostering a customer-centric culture and driving operational excellence.

I am eager to bring my leadership and client engagement expertise to First Advantage. Thank you for considering my application. I look forward to the opportunity to contribute to your team.

Sincerely,
[Your Name]

Possible Interview Questions

How do you approach coaching and developing a team of Customer Success Associates?

I start with understanding each team member's strengths and areas for growth through regular 1:1s. I set clear performance objectives, provide constructive feedback, and create development plans. I also encourage peer learning and celebrate wins to foster a high-performance culture.

Describe a time you handled a difficult client escalation. What was your approach?

I listened actively to understand the client's concerns, acknowledged their frustration, and took ownership of the issue. I collaborated with internal teams to find a solution and communicated transparently throughout. The client appreciated the swift response, and we turned the relationship around.

What metrics do you prioritize to measure team success in customer success?

I focus on client retention and renewal rates, customer satisfaction scores (CSAT/NPS), SLA adherence, and team engagement. I also monitor account health scores and growth opportunities. These metrics provide a holistic view of performance and areas for improvement.

How do you ensure your team consistently delivers high-quality service?

I establish clear standards and processes, conduct regular quality audits, and provide ongoing training. I also empower team members to escalate issues early and recognize outstanding work. Consistent monitoring and feedback loops help maintain quality.

How would you work with Sales to drive account growth?

I would partner with Sales to identify upsell opportunities based on client usage and feedback. I'd share insights from the team on client needs and risks, and collaborate on joint account plans. Regular alignment meetings ensure we are targeting the right opportunities.

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!

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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