Head of Customer Success & Strategic Growth

Frontline Managed Services; Creve Coeur (MO); On-site; USD 120,000 - 180,000; Full time

Job summary

Frontline Managed Services is seeking a Director, Customer Success to lead strategic client relationships, drive account health, and increase retention across a growing portfolio of managed IT, financial, and administrative services for professional firms.

The role reports to the VP of Customer Success and requires building executive partnerships, guiding expansion opportunities, and coordinating with Sales, Operations, and Delivery to deliver measurable outcomes.

Qualifications

• Bachelor’s degree in business, communications, or related field or equivalent experience.
• 7+ years in customer success/client services/account management, preferably in tech or managed services.
• 3+ years in people leadership and developing employees in a customer-facing environment.
• Proven ability to lead relationships, manage multiple accounts, and drive retention and expansion.
• Strong communication skills, executive presence, and data-driven decision making.

Responsibilities

• Own client relationships and advocacy to ensure high satisfaction and retention.
• Lead business reviews with stakeholders and coordinate cross-functional teams.
• Identify renewal risks, expansion opportunities, and coordinate service adoption.
• Collaborate with Sales, Operations, Delivery, and Advisory to improve outcomes.
• Define and track account health metrics and report to leadership.
• Mentor and develop the account management team and promote a high-performing culture.
• Coordinate knowledge sharing and process improvements across the function.

Skills

Client relationship management

People leadership

Account health monitoring

Executive stakeholder communication

Strategic planning

Cross-functional collaboration

Data analysis

CRM proficiency

Problem solving

Education

Bachelor’s degree or equivalent in business/communications

Tools

CRM systems

Excel

PowerPoint

Job description

Frontline Managed Services is seeking a Director, Customer Success to lead strategic client relationships, drive account health, and increase retention across a growing portfolio of managed IT, financial, and administrative services for professional firms.

The role reports to the VP of Customer Success and requires building executive partnerships, guiding expansion opportunities, and coordinating with Sales, Operations, and Delivery to deliver measurable outcomes.