Customer Success Analyst

Job Description

Job Title: Customer Success Analyst (Remote)

Company: First Advantage

Location: United States (Remote)

Employment Type: Full‑time

Salary: $21.00 – $27.00 per hour

Experience Required: 3+ years of customer service experience with direct external customer interaction

Position Profile

First Advantage is seeking an analytical Customer Success Analyst to support enterprise-level background screening accounts. Operating in a remote capacity with 3+ years of customer service experience, this candidate will work alongside Customer Success Managers, Sales, Operations, and Billing teams to evaluate account metrics, manage ticket queues, compile custom performance reports, and enhance client retention strategies.

Main Duties

• Partner with internal operational units to handle client migrations, quality audits, and account support projects.

• Research and build client performance reports within strict service-level agreement (SLA) timelines.

• Monitor, process, and resolve Service Center support tickets while logging precise activity records.

• Track client usage trends to construct monthly performance summaries and maintain updated account fact sheets.

• Collect client feedback to recommend actionable improvements for reporting workflows, products, and operational services.

Ideal Candidate Profile

• Education: High School Diploma, GED, or equivalent professional work experience.

• Professional Background: 3+ years of direct external customer service experience, ideally within tech-enabled or business services environments.

• Technical Savvy: High proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook) and hands-on experience using CRM software such as Salesforce or Siebel.

• Core Aptitudes: Strong data interpretation abilities, clear verbal/written communication, and excellent time-management habits to juggle multiple account priorities independently.

Value Proposition

• Fully remote position offering flexibility with occasional corporate business travel

• Medical, dental, vision, and supplemental insurance offerings

• 401(k) retirement savings plan with an employer match plus an Employee Stock Purchase Plan (ESPP)

• Generous paid time off (PTO) package and paid company holidays

How to Apply

Submit your application directly through the official corporate job board: First Advantage Career Portal