{"id":3099563,"url":"https://alion.io/job/frontline-managed-services-director-customer-success","title":"Director, Customer Success","company":{"id":2629843,"name":"Frontline Managed Services","domain":"frontlinems.com","url":"https://alion.io/company/frontlinems","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Trakstar","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":160000,"max":180000,"currency":"USD","period":"year","gross":null,"usd_annual":180000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-22T17:10:19Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-23T15:42:50Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"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.\nPosition Overview\nThe 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.\nReporting 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.\nWhat You’ll Do\nClient Relationship Management & Advocacy\nServe as a primary client advocate to ensure a high level of customer satisfaction, service quality, and relationship continuity.\nBuild and maintain strong, trusted relationships with client stakeholders and key decision-makers.\nLead 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.\nIdentify and escalate potential risks to customer retention to the Vice President of Customer Success in a timely manner.\nPartner with Sales to identify, qualify, and advance expansion opportunities and support renewal conversations across the portfolio.\nEnsure client demonstrations are identified, prioritized, and coordinated with the appropriate Frontline teams to support adoption and expansion.\nClient Support, Escalations, & Internal Collaboration\nAccurately identify customer needs, concerns, and requests, and engage the appropriate internal teams for resolution.\nPartner with Operations to transition analyst-related issues for root cause analysis and preventative planning.\nMonitor follow-up actions with Operations to confirm successful issue resolution and service recovery.\nCommunicate updates on open issues, project activity, and resolution status to firm liaisons and stakeholders.\nServe 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.\nProvide regular updates on account health, client activity, retention risks, expansion opportunities, and operational follow-through to the Vice President of Customer Success.\nRepresent Customer Success in cross-functional planning to align priorities with Sales, Operations, Delivery, and Advisory.\nReporting, Analysis & Data Management\nDefine and track account health and retention metrics, including health scores, CSAT/NPS, escalation trends, and gross revenue retention.\nOversee the delivery of customer-specific reports and insights, ensuring clients and leadership receive timely, accurate, and decision-useful information.\nAnalyze data trends, service metrics, and volume patterns to identify risks, opportunities, and actionable recommendations.\nEstablish team standards that keep customer contact, account health, and organizational data within the CRM accurate and current.\nOperational Coordination & Project Management\nDefine goals, deliverables, and timelines for special projects that support customer outcomes and service improvement.\nCoordinate with internal stakeholders to ensure timely completion of project objectives and follow-through on commitments.\nDocument unique customer processes, including escalation paths, on-call procedures, and named account management protocols.\nKnowledge Sharing & System Optimization\nIdentify and facilitate knowledge-sharing opportunities and team training needs.\nCoordinate the contribution of firm-specific content to internal knowledge repositories.\nPromote the use of current tools, self-service capabilities, and standardized helpdesk processes to enhance customer experience.\nRecommend efficiency improvements through better training, technology utilization, process design, and communication practices.\nMaintain a strong understanding of system capabilities and customization limitations.\nLeadership & Team Development\nLead, coach, and develop the account management team responsible for day-to-day customer relationship management.\nEstablish clear expectations, performance standards, account ownership practices, and accountability mechanisms while ensuring team members are equipped and supported to succeed.\nConduct regular one-on-one meetings and provide timely coaching, mentorship, and developmental feedback.\nCreate a team environment in which employees feel supported, valued, engaged, and enabled through consistent communication, recognition, and professional development.\nHelp team members navigate client needs, workload demands, and cross-functional coordination challenges through practical problem-solving and visible leadership support.\nIdentify and remove barriers that affect team effectiveness by partnering across internal departments to improve processes, tools, training, and service coordination.\nMonitor team engagement and sentiment, using employee feedback and observations to strengthen leadership effectiveness, improve job satisfaction, and foster a positive, high-performing culture.\nModel strong leadership behaviors, professionalism, and customer-centric decision-making across the function.\nHow Success Is Measured\nGross revenue retention across the managed services portfolio \nCustomer satisfaction (CSAT/NPS)\nEscalations resolved within agreed timeframes, with root causes documented and addressed.\nBusiness reviews completed on schedule for all named accounts, with follow-up actions tracked to closure.\nStrong team engagement and retention.\n\nWhat You Bring\nEducation and Experience\nBachelor’s degree in business, Communications, or a related field, or equivalent professional experience.\nSeven or more years of experience in customer success, client services, or account management, preferably in a managed services, professional services, or technology environment.\nThree or more years of experience leading teams and developing employees in a customer-facing environment.\nRequired Skills and Abilities\nProven experience leading customer relationships and managing multiple accounts simultaneously.\nDemonstrated people leadership experience, including coaching, team development, performance management, and employee engagement.\nStrong knowledge of managed services principles, service delivery practices, and supporting tools.\nExceptional verbal and written communication skills, including presentation and executive communication capabilities.\nAbility to analyze data, generate customer reports, and present strategic recommendations.\nExperience coordinating cross-functional teams and managing service delivery initiatives.\nProficiency with CRM systems and customer reporting platforms.\nExceptional organizational and time management skills.\nStrong critical thinking, research, problem-solving, and analytical skills.\nAbility to take initiative, exercise sound judgment, and operate as a self-starter.\nStrong skills in Microsoft Office, including Word, PowerPoint, Outlook, and Excel.\nExcellent interpersonal and active listening skills with the ability to work effectively with individuals at all levels of the organization.\nAbility to work quickly, accurately, and with attention to detail in a high-volume environment.\nAbility to handle confidential information with discretion and professionalism.\nNot Sure You Meet Every Requirement?\nWe know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.\nCompensation -\nThe anticipated base salary range for this role is $160,000 - $180,000. Final compensation will be based on relevant experience, skills, and demonstrated results. For candidates who bring exceptional experience leading managed services customer success teams, we have the flexibility to offer above this range. This role is also eligible for annual bonus of 15% - 20% of annual salary and a comprehensive benefits package.\nJoin Us\nAt Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.\n“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”\n\nclass=\"btn btn-primary btn-lg btn-apply hidden-print rb-tail-2rbpx rb-space-on-bottom-2rbpx\"\nstyle=\"\">\nApply\n\nApply for this opening at ?apply=true\nBack to all openings\nSee all the jobs at Frontline Managed Services here: class=\"hide-href\" href=\"http://frontlinems.recruiterbox.com/jobs\" title=\"Jobs at Frontline Managed Services\"> http://frontlinems.recruiterbox.com/jobs","description_format":"text","description_chars":9676,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Managed IT Services (MSP)","Legal Services"],"lifecycle":[{"event":"open","at":"2026-10-22T17:10:19Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:0","win:early"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":180000,"is_top_pay":false},"html_url":"https://alion.io/job/frontline-managed-services-director-customer-success","json_url":"https://alion.io/job/frontline-managed-services-director-customer-success.json","meta":{"generated_at":"2026-10-23T19:14:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":465,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2629843},"rest":"https://alion.io/mcp/rest/get_company?id=2629843"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffrontline-managed-services-director-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffrontline-managed-services-director-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffrontline-managed-services-director-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/frontline-managed-services-director-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffrontline-managed-services-director-customer-success"}]}