Director, Customer Success

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. Position Overview The 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. Reporting 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. What You’ll Do Client Relationship Management & Advocacy Serve as a primary client advocate to ensure a high level of customer satisfaction, service quality, and relationship conti