VP Customer Success LATAM

Get AI-powered advice on this job and more exclusive features. We are seeking an individual located in Mexico City . This is a Remote work from home position, but the individual should be in the area for customer needs and is required to reside and be authorized to work in Mexico. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage—the 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 Our Head of Customer Success LATAM develops and leads client-specific strategies to retain, expand, and maximize the value of existing business across the region. This role supports organizational growth by providing strategic directions to clients, building and sustaining strong executive-level relationships, and partnering closely with implementation and cross‑functional teams to ensure client initiatives are delivered consistently and in alignment with agreed-upon terms and expectations. As a senior regional leader, the VP plays a key role in strengthening customer partnerships throughout LATAM while contributing to a high-performing, globally connected organization and reinforcing the company’s position as an industry leader. While the role is 100% remote, there will be heavy travel as needed for client needs. The individual must be located in Mexico City. Fluency in English, Spanish, and Portuguese (written and verbal) is required. Responsibilities Design, develop, and execute a comprehensive strategy and operating plan for the Customer Services and Account Management organizations in a global, high-growth environment, with a focus on results, exceptional customer experience, and deepening client relationships. Manage the strategic direction of assigned accounts while maintaining, growing, and increasing the profitability of existing business; aggressively expand revenue within the mid‑market client base. Meet or exceed key business and sales metrics, including quotas, revenue growth, client satisfaction, and inventory workflow management. Develop and manage a robust revenue pipeline strategy to generate sufficient opportunities within the existing client base to achieve growth targets. Transform the organization into a customer‑centric, proactive, trusted‑advisor model utilizing a solutions‑based sales approach. Demonstrate a deep understanding of client strategies, initiatives, goals, and success metrics (KPIs), and articulate how solutions align with client objectives. Oversee daily operations of the Account Management team, building and sustaining organizational capabilities to attract, develop, and retain top talent. Leverage retention, upsell, and benchmarking practices to drive operational efficiency and long‑term customer value. Experience Bachelor’s degree or equivalent experience (MBA highly preferred). 10+ years of experience in Account Management. 5+ years of people and organizational leadership experience. 5+ years managing complex, high-value accounts exceeding $500K in annual value. Demonstrated ability to lead through change and organizational transformation. Proven experience managing growth-stage businesses in competitive environments. Strong tactical execution skills with a disciplined approach to results. Process-oriented mindset with the ability to innovate and improve tools and workflows. Excellent written communication skills, including the ability to develop detailed proposals and client-facing materials. Ability to travel at least 25%. Strong emphasis on teamwork, collaboration, and continuous process improvement. Ability to influence and align stakeholders through effective verbal and written communication. Strategic, self-directed, organized, and analytical with strong problem‑solving skills. Proven ability to build relationships, communicate across all organizational levels, negotiate effectively, and set clear expectations. Highly diligent, resourceful, adaptable, and capable of managing multiple priorities simultaneously. Fluency in English, Spanish, and Portuguese (written and verbal). Preferred Entrepreneurial mindset with demonstrated success in fast-paced, evolving environments where optimizing limited resources is critical. Experience working with Siebel CRM or similar enterprise CRM platforms. Experience operating effectively in a virtual or distributed work environment. 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 experience, 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. Additional benefits offered to our eligible people are available by request. 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. #J-18808-Ljbffr