Customer Success Manager

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.

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Position Overview 

The Client Success Manager is responsible for managing and strengthening client relationships within the Managed IT Services division for legal and professional services clients. This role serves as the primary point of contact for assigned accounts and is responsible for ensuring a high level of client satisfaction, operational effectiveness, and service delivery. 

The Client Success Manager partners closely with internal leadership and operational teams to support day-to-day client needs, monitor overall account health, facilitate communication, resolve service-related issues, and identify opportunities for process improvement and account growth. This position requires strong relationship management, communication, problem-solving, and organizational skills, along with the ability to manage multiple priorities in a fast-paced environment. 

Essential Duties and Responsibilities 

Client Relationship Management 

• Manage a large and diverse client account(s) within the legal and professional services industries.  

• Develop and maintain strong client relationships through proactive communication and strategic partnerships.  

• Serve as the primary liaison between clients and internal operational teams.  

• Ensure client expectations, priorities, and service requirements are clearly communicated and consistently met.  

Account Health & Service Delivery 

• Monitor overall account health, client satisfaction, and operational performance.  

• Drive best in class processes and technology to achieve highest SLAs and customer satisfaction. 

• Lead the creation, review, and ongoing maintenance of client roadmaps, translating complex business needs into actionable plans that support account health, service delivery, environment health, and long-term client success. 

• Partner closely with leadership to support daily workflow coordination and issue resolution.  

• Identify risks, trends, or service concerns and collaborate with internal stakeholders to implement solutions.  

• Facilitate regular client meetings, status updates, and business reviews.  

Business Reviews & Strategic Support 

• Draft and deliver recurring client business reviews and operational summaries.  

• Analyze client needs and identify opportunities for service improvements or expanded support offerings.  

• Support account growth initiatives by identifying and communicating potential new business opportunities.  

Collaboration & Knowledge Management 

• Coordinate the contribution and maintenance of client-specific knowledge and documentation within internal knowledge repositories.  

• Work cross-functionally with operational leaders, support teams, and internal departments to ensure consistent service delivery.  

• Promote collaboration, accountability, and continuous improvement across teams. 

Required Skills/Abilities:  

• Exceptional communication and interpersonal skills with the ability to build credibility and trust with clients. 

• Strong presentation and relationship management skills. 

• Ability to communicate effectively in both positive and challenging situations. 

• Excellent organizational, analytical, and problem-solving abilities. 

• Ability to manage multiple priorities, meet deadlines, and perform effectively in a fast-paced environment. 

• Demonstrated professionalism, discretion, and sound judgment. 

• Self-motivated with the ability to work independently with minimal supervision. 

• Strong collaboration skills and a team-oriented mindset with a positive, “can do” attitude. 

• Ability to establish and maintain a professional environment for both employees and clients. 

• Strong customer service orientation and commitment to delivering high-quality client experiences. 

Education and Experience: 

Preferred Qualifications 

• Bachelor’s degree (BA or BS) from an accredited college or university, or equivalent professional experience. 

• Minimum of 5 years of account management, client services, customer success, or customer support experience supporting U.S.-based professional services clients, preferably within legal environments or law firms. 

• Familiarity with data security and governance best practices.  

Physical Demands/Work Environment: 

• Significant amount of sitting is required to operate office equipment 

• Constant need to simultaneously use hand, wrist, and fingers to operate office equipment 

• Writing/typing for communication frequently needed 

• Dexterity to complete paperwork and operate office equipment 

• Constant need for hearing and speech to communicate with employees and clients via email, instant messaging and on the telephone   

 Not Sure YouMeet Every Requirement?

We 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.

Physical Demands/Work Environment

Prolonged periods of sitting at a desk are required to operate a computer

Join Us

At 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.

“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.”