Director, Customer Success

Frontline Managed Services•Creve Coeur, MO

1d•$160,000 - $180,000

About The Position

The Director, Customer Success, leads strategic customer relationships, account health, and retention across Frontline’s Customer Success organization. The role develops consistent account management practices, strengthens executive relationships, coordinates service lines, and ensures disciplined follow-through on customer risks, opportunities, and outcomes. Reporting to the Vice President of Customer Success, the Director oversees day-to-day account management for a portfolio of managed services clients. The role works closely with Sales, Operations, Delivery, and Advisory to monitor service performance, strengthen the customer experience, and identify opportunities for expanded service adoption. The Director also leads and develops the account management team, fostering a supportive, accountable, and customer-focused culture. Success is measured by gross revenue retention, customer satisfaction, timely resolution and root-cause management of escalations, completion and follow-through of scheduled business reviews, and team engagement and retention.

Requirements

Bachelor’s 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 managed services, professional services, or technology.
Three or more years of experience leading teams and developing employees in a customer-facing environment.
Experience leading customer relationships and managing multiple accounts simultaneously.
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.
Strong 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 organizational levels.
Ability to work quickly and accurately with attention to detail in a high-volume environment.
Ability to handle confidential information with discretion and professionalism.

Responsibilities

Serve as a primary client advocate and maintain trusted relationships with client stakeholders and decision-makers.
Lead regular client business reviews with relevant internal teams, ensuring clear objectives, account-health insight, executive participation, and tracked follow-up actions.
Identify retention risks and escalate them to the Vice President of Customer Success in a timely manner.
Partner with Sales on expansion opportunities and renewal conversations, and coordinate client demonstrations with appropriate teams.
Identify customer needs, concerns, and requests; engage internal teams to resolve them and coordinate customer communications.
Partner with Operations on analyst-related issues, root-cause analysis, preventative planning, follow-up, and service recovery.
Communicate updates on open issues, project activity, and resolution status to client liaisons and stakeholders.
Serve as an escalation point for account-facing team members, clarifying ownership and coordinating internal response plans.
Provide the Vice President of Customer Success with updates on account health, client activity, retention risks, expansion opportunities, and operational follow-through.
Represent Customer Success in cross-functional planning with Sales, Operations, Delivery, and Advisory.
Define and track account health and retention metrics, including health scores, CSAT/NPS, escalation trends, and gross revenue retention.
Oversee customer-specific reporting and analyze data, service metrics, and volume patterns to identify risks, opportunities, and recommendations.
Establish standards for accurate and current customer contact, account-health, and organizational data in the CRM.
Define goals, deliverables, and timelines for projects supporting customer outcomes and service improvement; coordinate completion and follow-through.
Document customer-specific processes, including escalation paths, on-call procedures, and named account management protocols.
Facilitate knowledge sharing and team training; coordinate firm-specific content for internal knowledge repositories.
Promote current tools, self-service capabilities, and standardized helpdesk processes; recommend improvements to training, technology use, process design, and communication.
Maintain understanding of system capabilities and customization limitations.
Lead, coach, and develop the account management team; establish expectations, performance standards, account ownership practices, and accountability mechanisms.
Hold regular one-on-one meetings and provide coaching, mentorship, and developmental feedback.
Support team engagement and effectiveness through communication, recognition, professional development, practical problem-solving, and removal of cross-functional barriers.
Monitor employee feedback and team sentiment to improve leadership effectiveness, job satisfaction, and team culture.
Model professionalism, strong leadership, and customer-centric decision-making.