Director, Customer Success

Frontline Managed Services

. Lead strategic customer relationships, account health, and retention across the Customer Success organization .

Posted 10/23/2026full-timeRemote • Missouri • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, including account health monitoring, client relationship building, and team leadership. Proficient in data analysis, CRM systems, and service delivery practices to enhance customer satisfaction and retention.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipData AnalysisCRM Systems ProficiencyManaged Services Principles

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementService Delivery PracticesCustomer ReportingData Trends AnalysisPerformance ManagementProject ManagementService RecoveryEscalation ManagementCustomer Satisfaction MetricsPresentation Skills

Soft Skills

Communication SkillsInterpersonal SkillsProblem-Solving SkillsCoaching and MentorshipOrganizational Skills

Tools & Technologies

CRM SystemsMicrosoft Office SuiteCustomer Reporting Platforms

Industry Keywords

Customer RetentionClient ServicesManaged ServicesCross-Functional CollaborationAccount Health Monitoring

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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