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Frontline Education · 4 weeks ago

Director, Client Success Management

USA

Full-time

Hybrid

Director/Executive

$150K/yr - $165K/yr

8+ years exp

Frontline Education is reimagining customer engagement through an AI-first approach. They are seeking a Director of Client Success Management to architect a comprehensive strategy that ensures clients realize measurable value, focusing on retention and expansion while leading a high-performing team.

EmploymentHuman ResourcesRecruitingSoftware

Work & Life Balance

Responsibilities

Define and execute a client success strategy that aligns with company goals and enables scalable, value-driven outcomes across the client lifecycle

Establish a long-term vision that prioritizes innovation, digital transformation, and proactive client success practices

Serve as a thought leader in customer success strategy, continuously identifying new methods to elevate client value, reduce churn, and maximize lifetime value

Act as an executive sponsor for a defined subset of strategic accounts, fostering senior-level relationships and ensuring alignment between customer outcomes and business goals

Lead the integration of AI-powered tools and capabilities (e.g., predictive health scoring, automated engagement, sentiment analysis, renewal forecasting) to streamline operations and surface actionable insights

Champion an AI-first mindset across the Client Success organization, ensuring all team members are enabled to leverage emerging technologies to enhance client interactions and improve efficiency

Partner with cross-functional teams to design and implement intelligent workflows and automation that increase touchpoint consistency, accelerate time-to-value, and identify risk indicators earlier in the client journey

Ensure all accounts have actionable success plans aligned to client goals, with consistent delivery of insights, value realization milestones, and ROI tracking

Own the framework for Executive Business Reviews (EBRs), ensuring strategic alignment with key stakeholders and executive sponsors

Personally manage key escalations and at-risk relationships while driving a culture of proactive resolution and customer advocacy

Directly lead and support a team of Strategic Client Outcome Partners and Client Outcome Managers, setting clear expectations, measurable objectives, and a standard of excellence

Hire, develop, and retain a high-performing team of client success professionals with a deep commitment to accountability, excellence, and continuous learning

Establish a feedback-driven culture rooted in transparency, empowerment, and results

Drive alignment across teams to ensure unified customer communication, seamless handoffs, and cross-functional execution

Collaborate with Sales and Marketing to identify and drive opportunities for product expansion, adoption, and upsell within existing accounts

Ensure that value delivery is tightly coupled with demand generation efforts, enabling satisfied clients to become advocates and repeat buyers

Design and optimize processes, playbooks, and engagement models tailored by customer segment, powered by technology and real-time data

Leverage analytics, AI, and automation to improve forecasting accuracy, streamline renewals, and optimize team capacity

Regularly evaluate new technologies and partner with Product and IT to pilot solutions that improve the client experience and internal efficiency

Qualification

Client Success StrategyAI IntegrationSaaS ExperienceTeam LeadershipCustomer Lifecycle ManagementOperational ExcellenceAnalytics ProficiencyChange ManagementCommunication SkillsProblem-Solving

Required

8–10+ years of experience in Client Success, Account Management, or Customer Experience, with 3–5+ years in a senior leadership capacity

Proven success leading scaled client success operations in a SaaS or technology-led organization

Demonstrated experience implementing or scaling AI-driven tools or customer success technologies such as Gainsight, Totango, Salesforce, or similar platforms

Deep understanding of the customer lifecycle, segmentation models, digital success strategies, and operational best practices

Track record of building high-performance teams, leading through change, and delivering measurable business outcomes

Highly analytical, with strong communication and executive presence

Passion for innovation, continuous improvement, and delivering exceptional client value at scale