Customer Success Manager (Multifamily/Resident Vertical)

• Serve as the primary point of contact for a portfolio of multifamily housing clients, delivering proactive, high-quality service and support
• Manage time-sensitive escalations related to criminal background reports, providing clear updates and timely resolution
• Coordinate all aspects of property transitions, including acquisitions and dispositions, by facilitating credentialing, account setup, user access, and client training
• Guide clients through updates to screening criteria, staying ahead of evolving state and local regulations
• Monitor account activity, service levels, and satisfaction indicators to identify potential issues or opportunities early
• Generate, interpret, and present ad hoc reporting tailored to client-specific needs and use cases
• Conduct and lead client engagement calls, including quarterly business reviews (QBRs), offering data-driven recommendations to optimize program performance
• Collaborate closely with internal teams across implementation, compliance, and support to deliver seamless service across the client lifecycle
• Support client retention and growth by identifying upsell and cross-sell opportunities and contributing to renewal strategy and execution
• Proactively address client challenges and advocate for solutions that enhance the customer experience and align with business goals

• 3–5 years of experience in client success, account management, implementation, or a related customer-facing role
• Strong communication skills with the ability to build trust, manage expectations, and influence stakeholders at multiple levels
• Highly organized with strong attention to detail and the ability to manage multiple workflows and competing priorities
• Proven ability to proactively identify and resolve complex issues, especially those involving internal processes or cross-functional coordination
• Comfortable interpreting legal or regulatory guidance (with internal support) and translating it into actionable, client-facing recommendations
• Skilled in preparing and leading client engagement calls and business reviews, including presenting data and insights in a clear, compelling way
• Strategic thinker with strong problem-solving abilities and a self-directed, analytical approach to daily work
• Proficiency in Excel or similar tools for reporting and analysis; familiarity with Salesforce or another CRM system is a plus
• Collaborative team player with a positive, client-first attitude and the ability to work effectively in a fast-paced environment
• Experience coordinating credentialing, training, or access workflows is a plus
• Knowledge of the FCRA, tenant screening, multifamily housing industry, or compliance-driven services preferred

• Ability to work remotely with occasional business travel.    
• Medical, Vision, Dental, and supplementary benefit plans 
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)  
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays   
•  Access to tech and growth opportunities, and leaders who want you to succeed! 

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.