Director, Client Success Management

Frontline Education • Wayne, PA

116d • $145,000 - $155,000

About The Position

We are seeking a Director of Client Success Management who brings a bold, forward-thinking approach to customer engagement and lifecycle management. This individual will be responsible for architecting and executing a comprehensive strategy to ensure our clients realize measurable value, fueling both retention and expansion. The ideal candidate is a strategic operator and inspiring people leader who instills discipline, ownership, and accountability across the team, while actively championing an AI-first, innovation-driven culture. This leader must possess a strong bias for action, a passion for operational excellence, and a commitment to 'driving value that drives demand.' They will empower their team to anticipate client needs, deliver high-impact engagements, and scale through technology and automation.

Requirements

• 8-10+ years of experience in Client Success, Account Management, or Customer Experience, with 3-5+ years in a senior leadership capacity.
• Proven success leading scaled client success operations in a SaaS or technology-led organization.
• Demonstrated experience implementing or scaling AI-driven tools or customer success technologies such as Gainsight, Totango, Salesforce, or similar platforms.
• Deep understanding of the customer lifecycle, segmentation models, digital success strategies, and operational best practices.
• Track record of building high-performance teams, leading through change, and delivering measurable business outcomes.
• Highly analytical, with strong communication and executive presence.
• Passion for innovation, continuous improvement, and delivering exceptional client value at scale.

Responsibilities

• Define and execute a client success strategy that aligns with company goals and enables scalable, value-driven outcomes across the client lifecycle.
• Establish a long-term vision that prioritizes innovation, digital transformation, and proactive client success practices.
• Serve as a thought leader in customer success strategy, continuously identifying new methods to elevate client value, reduce churn, and maximize lifetime value.
• Act as an executive sponsor for a defined subset of strategic accounts, fostering senior-level relationships and ensuring alignment between customer outcomes and business goals.
• Lead the integration of AI-powered tools and capabilities to streamline operations and surface actionable insights.
• Champion an AI-first mindset across the Client Success organization, ensuring all team members are enabled to leverage emerging technologies to enhance client interactions and improve efficiency.
• Ensure all accounts have actionable success plans aligned to client goals, with consistent delivery of insights, value realization milestones, and ROI tracking.
• Own the framework for Executive Business Reviews (EBRs), ensuring strategic alignment with key stakeholders and executive sponsors.
• Personally manage key escalations and at-risk relationships while driving a culture of proactive resolution and customer advocacy.
• Directly lead and support a team of Strategic Client Outcome Partners and Client Outcome Managers, setting clear expectations, measurable objectives, and a standard of excellence.
• Hire, develop, and retain a high-performing team of client success professionals with a deep commitment to accountability, excellence, and continuous learning.
• Collaborate with Sales and Marketing to identify and drive opportunities for product expansion, adoption, and upsell within existing accounts.
• Design and optimize processes, playbooks, and engagement models tailored by customer segment, powered by technology and real-time data.

Benefits

• Competitive compensation package including a base salary and rewarding bonus structure.
• 401k match.
• Employee Stock Purchase Plan (ESPP).
• Personalized Paid Time Off (PTO).
• Tuition reimbursement program for eligible college credit coursework.
• Comprehensive benefits including health insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree