Frontline Education
Director, Client Success Management
🇺🇸 Remote - US
🕑 Full-Time
💰 $150K - $165K
💻 Customer Success
🗓️ December 17th, 2025
Gainsight
SaaS
Salesforce
Edtech.com's Summary
Frontline Education is hiring a Director, Client Success Management. This role involves leading the client success strategy with a focus on AI-driven innovation to enhance client engagement, retention, and expansion while managing a high-performing team and driving operational excellence.
Highlights
- Develop and execute client success strategies aligned with company goals to drive retention and revenue growth.
- Lead integration of AI tools for predictive analytics, automation, and enhanced client interactions.
- Manage key strategic accounts and act as executive sponsor for senior client relationships.
- Direct and develop a team of client success professionals emphasizing accountability and continuous learning.
- Collaborate with Sales and Marketing to identify upsell and product adoption opportunities.
- Use data, AI, and automation to optimize operational workflows and forecasting accuracy.
- Require 8-10+ years in Client Success or Account Management, with 3-5+ years in senior leadership roles.
- Expertise with AI-driven customer success technologies like Gainsight, Totango, or Salesforce.
- Compensation includes a $150-165K base salary, bonus eligibility, 401(k) with match, comprehensive health benefits, and PTO policies.
- Focus on fostering a culture of innovation, client advocacy, and integrated cross-functional team collaboration.
Director, Client Success Management Full Description
Director, Client Success Management
Location: United States
Description
Director, Client Success Management
Location Requirements: Hybrid to Wayne or Naperville. Remote candidates will be considered.
How you’ll contribute to our mission
We are seeking a Director of Client Success Management who brings a bold, forward-thinking approach to customer engagement and lifecycle management. This individual will be responsible for architecting and executing a comprehensive strategy to ensure our clients realize measurable value, fueling both retention and expansion. The ideal candidate is a strategic operator and inspiring people leader who instills discipline, ownership, and accountability across the team, while actively championing an AI-first, innovation-driven culture. This leader must possess a strong bias for action, a passion for operational excellence, and a commitment to “driving value that drives demand.” They will empower their team to anticipate client needs, deliver high-impact engagements, and scale through technology and automation.
You can expect to:
Strategic Leadership
- 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.
AI-Enabled Client Success
- 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.
Client Engagement & Retention
- 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.
Team Management & Development
- 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.
Growth & Expansion
- 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.
Operational Excellence & Innovation
- 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.
Key Metrics / KPIs
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer Health Score Accuracy & Predictive Engagement Rates
- Time-to-Value (TTV)
- Churn Rate
- Expansion Revenue / Product Adoption Growth
- Client Advocacy (e.g., NPS, referrals, testimonials)
How you’ll drive success
- Are a builder, not a maintainer—ready to architect a modern client success engine powered by data, technology, and innovation.
- Have a natural bias for action and operate with urgency and clarity, especially in complex or ambiguous situations.
- Lead with integrity, inspire accountability, and believe in coaching up, not managing down.
- Embrace change and challenge with a growth mindset, always seeking a better way.
- Understand that value delivered is what drives client demand—and you know how to operationalize that across an entire team.
What you bring to help us grow
- 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.
Our Mission, Our People, Our Purpose
At Frontline Education, we’re reimagining what’s possible by becoming an AI-first organization, transforming how we think, work, and serve the educators who shape our schools every day. By using AI in thoughtful, practical ways, we’re creating tools that help educators save time, gain insights, and focus more on what matters most — their students.
As part of our team, you’ll be expected and empowered to build and apply AI skillsets that grow with you, because at Frontline Education, technology amplifies what matters most: the human drive to learn, improve, and make a difference.
How We Support Growth, Balance, and Well-Being
• Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
• Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
• Volunteer Time Off: Paid time to give back and support causes that matter to you.
• Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
• Our Philosophy: We believe time away from work helps you bring your best self to it.
• Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
• Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
• Volunteer Time Off: Paid time to give back and support causes that matter to you.
• Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
• Our Philosophy: We believe time away from work helps you bring your best self to it.
Continuous Learning and Growth
• World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
• Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
• Tuition Reimbursement: Invest in formal education to advance your skills and career.
• Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.
• World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
• Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
• Tuition Reimbursement: Invest in formal education to advance your skills and career.
• Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.
Health, Happiness, and Purpose
• Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
• Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
• Comprehensive Benefits: Health and financial benefits that support your happiness and future.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.
• Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
• Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
• Comprehensive Benefits: Health and financial benefits that support your happiness and future.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.
Compensation & Benefits
We offer a competitive compensation package that reflects your experience, skills, and the impact of your work in this role.
You can expect:
- Competitive base salary $150-165K aligned with internal equity and market benchmarks.
- Bonus eligibility aligned to company and individual performance (where applicable to the role level).
- 401(k) plan with company match.
- Comprehensive national healthcare coverage and other health and wellness benefits.
- Personalized PTO, paid sick time, volunteer time off, and ten paid holidays.
- Tuition reimbursement and access to ongoing learning opportunities to support your growth and development.
Specific salary details for this role can be shared during the interview process based on your skills, experience, and location.
Inclusion, Belonging & Equal Opportunity
Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.
Interview Process & Data Privacy
As part of our interview process, Frontline uses video conferencing tools that include photo capture and may include automated transcription features. A screenshot or photo will be taken at the start of the interview for internal identification and record-keeping purposes only, and transcription may be used to support notetaking and evaluation consistency. These materials are used solely by our recruiting and hiring teams, stored securely, and not shared outside the hiring process. Candidates may opt out of the transcription at any time by notifying their recruiter in advance. Frontline processes this information in accordance with applicable data privacy laws and only for legitimate business purposes related to recruitment and hiring.
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