[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Frontline Managed Services is a leader in IT, Financial, and Administrative Managed Services for legal and professional service firms. The Client Success Manager is responsible for managing client relationships, ensuring high levels of satisfaction, and supporting operational effectiveness. This role involves proactive communication, monitoring account health, and identifying opportunities for service improvements.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
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