Director, Customer Success

About this role

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.
Position Overview
The Director, Customer Success, leads strategic customer relationships, account health, and retention across Frontline’s 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.
What You’ll Do
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…