Director, Customer Success

Director, Customer Success

Welcome to Frontline Managed Services where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

The Director, Customer Success, leads strategic customer relationships, account health, and retention across Frontlines evolving Customer Success organization. This role helps translate the new structure into consistent account management practices, stronger executive relationships, clearer service-line coordination, and disciplined follow-through on risks, opportunities, and customer outcomes.

Reporting to the Vice President of Customer Success, the Director is responsible for day-to-day account management across a portfolio of managed services clients. The Director partners closely with Sales, Operations, Delivery, and Advisory to monitor service performance, strengthen the customer experience, and identify opportunities for expanded service adoption. The ideal candidate is a strong people leader and customer advocate who can build trusted relationships, develop high-performing team members, and create a culture in which employees feel supported, valued, and enabled to succeed.

Client Relationship Management & Advocacy

• Serve as a primary client advocate to ensure a high level of customer satisfaction, service quality, and relationship continuity.
• Build and maintain strong, trusted relationships with client stakeholders and key decision-makers.
• Lead the regular business review program with clients in partnership with Sales, Operations, Advisory, and service delivery stakeholders, ensuring each review has a clear purpose, relevant account health insight, defined follow-up actions, and appropriate executive participation.
• Identify and escalate potential risks to customer retention to the Vice President of Customer Success in a timely manner.
• Partner with Sales to identify, qualify, and advance expansion opportunities and support renewal conversations across the portfolio.
• Ensure client demonstrations are identified, prioritized, and coordinated with the appropriate Frontline teams to support adoption and expansion.

Client Support, Escalations, & Internal Collaboration

• Accurately identify customer needs, concerns, and requests, and engage the appropriate internal teams for resolution.
• Partner with Operations to transition analyst-related issues for root cause analysis and preventative planning.
• Monitor follow-up actions with Operations to confirm successful issue resolution and service recovery.
• Communicate updates on open issues, project activity, and resolution status to firm liaisons and stakeholders.
• Serve as an escalation point for all account-facing team members by helping clarify ownership, align internal response plans, and ensure customer communication remains timely and coordinated.
• Provide regular updates on account health, client activity, retention risks, expansion opportunities, and operational follow-through to the Vice President of Customer Success.
• Represent Customer Success in cross-functional planning to align priorities with Sales, Operations, Delivery, and Advisory.

Reporting, Analysis & Data Management

• Define and track account health and retention metrics, including health scores, CSAT/NPS, escalation trends, and gross revenue retention.
• Oversee the delivery of customer-specific reports and insights, ensuring clients and leadership receive timely, accurate, and decision-useful information.
• Analyze data trends, service metrics, and volume patterns to identify risks, opportunities, and actionable recommendations.
• Establish team standards that keep customer contact, account health, and organizational data within the CRM accurate and current.

Operational Coordination & Project Management

• Define goals, deliverables, and timelines for special projects that support customer outcomes and service improvement.
• Coordinate with internal stakeholders to ensure timely completion of project objectives and follow-through on commitments.
• Document unique customer processes, including escalation paths, on-call procedures, and named account management protocols.

Knowledge Sharing & System Optimization

• Identify and facilitate knowledge-sharing opportunities and team training needs.
• Coordinate the contribution of firm-specific content to internal knowledge repositories.
• Promote the use of current tools, self-service capabilities, and standardized helpdesk processes to enhance customer experience.
• Recommend efficiency improvements through better training, technology utilization, process design, and communication practices.
• Maintain a strong understanding of system capabilities and customization limitations.

Leadership & Team Development

• Lead, coach, and develop the account management team responsible for day-to-day customer relationship management.
• Establish clear expectations, performance standards, account ownership practices, and accountability mechanisms while ensuring team members are equipped and supported to succeed.
• Conduct regular one-on-one meetings and provide timely coaching, mentorship, and developmental feedback.
• Create a team environment in which employees feel supported, valued, engaged, and enabled through consistent communication, recognition, and professional development.
• Help team members navigate client needs, workload demands, and cross-functional coordination challenges through practical problem-solving and visible leadership support.
• Identify and remove barriers that affect team effectiveness by partnering across internal departments to improve processes, tools, training, and service coordination.
• Monitor team engagement and sentiment, using employee feedback and observations to strengthen leadership effectiveness, improve job satisfaction, and foster a positive, high-performing culture.
• Model strong leadership behaviors, professionalism, and customer-centric decision-making across the function.

How Success Is Measured

• Gross revenue retention across the managed services portfolio
• Customer satisfaction (CSAT/NPS)
• Escalations resolved within agreed timeframes, with root causes documented and addressed.
• Business reviews completed on schedule for all named accounts, with follow-up actions tracked to closure.
• Strong team engagement and retention.

What You Bring

Education and Experience

• Bachelors degree in business, Communications, or a related field, or equivalent professional experience.
• Seven or more years of experience in customer success, client services, or account management, preferably in a managed services, professional services, or technology environment.
• Three or more years of experience leading teams and developing employees in a customer-facing environment.

Required Skills and Abilities

• Proven experience leading customer relationships and managing multiple accounts simultaneously.
• Demonstrated people leadership experience, including coaching, team development, performance management, and employee engagement.
• Strong knowledge of managed services principles, service delivery practices, and supporting tools.
• Exceptional verbal and written communication skills, including presentation and executive communication capabilities.
• Ability to analyze data, generate customer reports, and present strategic recommendations.
• Experience coordinating cross-functional teams and managing service delivery initiatives.
• Proficiency with CRM systems and customer reporting platforms.
• Exceptional organizational and time management skills.
• Strong critical thinking, research, problem-solving, and analytical skills.
• Ability to take initiative, exercise sound judgment, and operate as a self-starter.
• Strong skills in Microsoft Office, including Word, PowerPoint, Outlook, and Excel.
• Excellent interpersonal and active listening skills with the ability to work effectively with individuals at all levels of the organization.
• Ability to work quickly, accurately, and with attention to detail in a high-volume environment.
• Ability to handle confidential information with discretion and professionalism.

Not Sure You Meet Every Requirement?

We know that great candidates may not match every qualification listed. If youre excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.