Director, Customer Success

🔥 16 hours ago

🏰 Missouri – Remote

🏰 Missouri – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Frontline Managed Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚖️ Legal

🔒 Cybersecurity

☁️ SaaS

Legal • Cybersecurity • SaaS

Frontline Managed Services is a global provider specializing in Revenue Cycle and Managed IT Services tailored for legal and professional services firms. With a focus on leveraging advanced technology to enhance service delivery, the company offers scalable solutions aimed at improving revenue, profitability, and operational efficiency for firms worldwide. Their innovations are particularly attuned to the specific needs of the legal sector, providing comprehensive support that includes IT legal operations, cybersecurity, network monitoring, and application development. Frontline Managed Services integrates state-of-the-art technology platforms and possesses extensive expertise to help legal firms achieve superior market performance and profitability.

📋 Description

• Lead strategic customer relationships, account health, and retention across the Customer Success organization • Manage day-to-day account management across a portfolio of managed services clients • Partner with Sales, Operations, Delivery, and Advisory to monitor service performance and strengthen customer experience • Serve as primary client advocate for customer satisfaction, service quality, and relationship continuity • Build and maintain trusted relationships with client stakeholders and decision-makers • Lead regular business reviews with clients and coordinate follow-up actions • Identify and escalate customer-retention risks • Partner with Sales on expansion opportunities and renewal conversations • Coordinate client demonstrations to support adoption and expansion • Identify customer needs and engage internal teams for resolution • Partner with Operations on root-cause analysis, preventative planning, and service recovery • Communicate issue, project, and resolution updates to clients and stakeholders • Serve as an escalation point for account-facing team members • Provide regular account-health, retention-risk, expansion, and operational updates to the Vice President of Customer Success • Represent Customer Success in cross-functional planning • Define and track health scores, CSAT/NPS, escalation trends, and gross revenue retention • Oversee customer-specific reports and insights • Analyze data trends, service metrics, and volume patterns to identify risks and opportunities • Maintain accurate CRM customer-contact, account-health, and organizational data • Define goals, deliverables, and timelines for customer-outcome and service-improvement projects • Coordinate stakeholders to complete project objectives and commitments • Document customer processes, escalation paths, on-call procedures, and 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 in training, technology utilization, 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 • Conduct one-on-one meetings and provide coaching, mentorship, and developmental feedback • Foster a supportive, engaged, and high-performing team culture • Help team members navigate client needs, workload demands, and cross-functional challenges • Remove barriers to team effectiveness through improved processes, tools, training, and service coordination • Monitor team engagement and sentiment and strengthen leadership effectiveness • Model professionalism and customer-centric decision-making

🎯 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 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 • Visa sponsorship requirement must be disclosed during application

🏖️ Benefits

• Equal opportunity employer committed to building a diverse and inclusive team • Professional development and employee growth support • Coaching, mentorship, and developmental feedback • Supportive, valued, engaged, and enabled team environment