Role Description We are seeking an individual located in the UK. This is a remote work from home position, and the individual is required to reside and be authorized to work in the United Kingdom. The Customer Success Associate will be the key counterpart of the Customer Success Manager. The ideal candidate will have experience in Account Management, Sales, or Customer Service environments, with a proven ability to achieve targets and adhere to service level agreements. They should be comfortable building practical plans to improve client satisfaction and profitability. Responsibilities: - Manage day-to-day case inquiries, meeting established service levels - Provide prompt follow-up and keep customers updated on progress - Ensure timely delivery of reports and requests, maintaining SLAs - Handle escalations effectively - Prepare weekly, monthly, and quarterly reports - Support supplier relationship management - Maintain risk logs and account-related tasks - Conduct regular client calls (weekly, fortnightly, ad hoc) - Work cross-functionally to meet deadlines - Resolve client issues and help prevent recurrence - Maintain the Client Requirement Matrix - Create and tailor reports for client needs - Support account management activity and client training Qualifications - Strong understanding of client needs and ability to build relationships - Good communication, presentation, and analytical skills - Strong organisation and time management - Proficiency in Microsoft Office (Excel, PowerPoint, Word) Requirements - Client-focused mindset - Strong team player - Ability to think from the client perspective and suggest improvements - Self-motivated and able to work independently Benefits - 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 Company Description 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. 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.

Role Description 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 Qualifications - 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 Benefits - 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 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.

• Work closely with JetBrains Account Executives. • Help customers adopt JetBrains products and services to achieve desired business outcomes. This responsibility may include whiteboarding and assisting with the development of architecture or providing support for overcoming technical and cultural barriers to adoption. • Manage the technical relationships for a portfolio of accounts, and partner with other members of the account team to define and implement the account strategies. • Be the customers’ advocate within JetBrains, representing them to the Support and Product Engineering teams, as well as other groups. • Recommend product enhancements based on your experiences with the customers and the feedback you receive from them. • Help product teams present and evaluate new product ideas to the customers in your portfolio. • Act as a trusted technical advisor to customers, staying up to date on the ever-evolving state of technology both within JetBrains and in the field at large. • Work with Sales to facilitate account expansions by developing short-term and long-term account plans that meet customer needs.

• Provide technical guidance and pre-sales engineering assistance to potential new customers. • Provide onboarding sessions for new customers and technical training for existing ones. • Develop key sales, demo, and promo materials for YouTrack and adapt existing demo setups for specific use cases. • Manage existing large accounts and work proactively to retain and develop them. • Act as a liaison between customers and the product team. • Recruit potential partners and work with existing ones to develop their YouTrack deployment capabilities.