Director, Customer Success

Frontline Managed Services•Creve Coeur, MO

About The Position

The Director, Customer Success leads strategic customer relationships, account health, and retention across Frontline Managed Services’ Customer Success organization. The role translates the organization’s structure into consistent account management practices, stronger executive relationships, coordinated service lines, and 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 across a portfolio of managed services clients and works closely with Sales, Operations, Delivery, and Advisory to monitor service performance, strengthen customer experience, and identify opportunities for expanded service adoption. The role also leads and develops the account management team, fostering a supportive, accountable, and high-performing culture. Success is measured by gross revenue retention, customer satisfaction (CSAT/NPS), timely resolution and root-cause documentation of escalations, completion of scheduled business reviews with follow-up actions tracked to closure, and strong team engagement and retention. Frontline Managed Services is an equal opportunity employer and encourages candidates with varied backgrounds and experiences to apply.

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.
Three or more years of experience leading teams and developing employees in a customer-facing environment.
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 work as a self-starter.
Strong skills in Microsoft Office, including Word, PowerPoint, Outlook, and Excel.
Excellent interpersonal and active-listening skills and 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.

Nice To Haves

Experience in a managed services, professional services, or technology environment.

Responsibilities

Serve as a primary client advocate, maintaining customer satisfaction, service quality, and relationship continuity.
Build and maintain trusted relationships with client stakeholders and key decision-makers.
Lead regular client business reviews with Sales, Operations, Advisory, and service delivery stakeholders, ensuring clear objectives, account-health insights, executive participation, and tracked follow-up actions.
Identify and promptly escalate customer retention risks to the Vice President of Customer Success.
Partner with Sales on expansion opportunities and renewal conversations; coordinate client demonstrations to support adoption and expansion.
Identify customer needs, concerns, and requests, and engage appropriate internal teams to resolve them.
Partner with Operations on analyst-related issues, root-cause analysis, preventative planning, issue follow-up, and service recovery.
Communicate updates on open issues, project activity, and resolution status to firm liaisons and stakeholders.
Act as an escalation point for account-facing team members, clarifying ownership and coordinating internal response plans and customer communications.
Provide the Vice President of Customer Success with regular 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 reports and insights, ensuring information is timely, accurate, and useful for decision-making.
Analyze data trends, service metrics, and volume patterns to identify risks, opportunities, and recommendations.
Establish team standards for maintaining 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 internal stakeholders to complete project objectives and follow through on commitments.
Document customer-specific processes, including escalation paths, on-call procedures, and named account management protocols.
Facilitate knowledge sharing and identify team training needs; coordinate firm-specific contributions to internal knowledge repositories.
Promote current tools, self-service capabilities, and standardized helpdesk processes to improve customer experience.
Recommend efficiency improvements through training, technology use, process design, and communication practices; maintain understanding of system capabilities and customization limitations.
Lead, coach, and develop the account management team responsible for day-to-day customer relationships.
Set clear expectations, performance standards, account ownership practices, and accountability mechanisms while equipping and supporting team members.
Conduct regular one-on-one meetings and provide coaching, mentorship, and developmental feedback.
Foster a supportive, valued, engaged, and development-oriented team environment through communication and recognition.
Help team members navigate client needs, workload demands, and cross-functional coordination challenges.
Partner across departments to remove barriers and improve processes, tools, training, and service coordination.
Monitor team engagement and sentiment and use employee feedback to improve leadership effectiveness, job satisfaction, and team culture.
Model strong leadership, professionalism, and customer-centric decision-making.