Client Success Manager - Special Programs Management Solution

Frontline Education

Full-time - Mid Level

Remote

Professional, Scientific, and Technical Services

About the position

The Client Success Manager (CSM) is a vital role at Frontline Education, serving as the primary post-sale contact for strategic client accounts. This position focuses on managing complex client relationships, ensuring deep adoption of Frontline products, and driving growth within the client portfolio. The CSM is responsible for building strong relationships with state education departments and school districts, facilitating effective communication, and providing strategic guidance to maximize client value from Frontline solutions.

Responsibilities

• Manage multiple key client accounts to ensure exceptional client experiences.
• Nurture and grow trusted relationships with clients to enhance satisfaction as measured by NPS and other surveys.
• Execute key account model strategies quarterly.
• Monitor and manage client health for assigned accounts.
• Maintain a 100% retention and renewal rate for assigned clients.
• Create upsell opportunities to expand revenue and solution growth.
• Document and track client interactions and outcomes in Gainsight.
• Develop client success plans that highlight critical success factors and metrics, potential risks, and recommendations.
• Engage in strategic conversations regarding Frontline product capabilities and benefits.
• Review and share client feedback to improve overall experience across solutions.
• Identify at-risk accounts and present recommended actions to senior leadership.
• Develop and present growth opportunities to deepen client relationships.
• Engage Sales in strategic conversations to support expansion and referrals.
• Manage contract requirements and help define SOW requirements.

Requirements

• Bachelor's degree or equivalent work experience.
• 2 - 4 years of experience in technology implementation, account management, or client support.
• Demonstrated ability to interact at high levels within the Client Success organization.
• Ability to establish and maintain positive working relationships internally and externally.
• Successful cross-functional business partnerships to resolve issues and improve client satisfaction.
• Deep understanding of State and School District standards, policies, and processes.
• Outstanding presentation skills, particularly with PowerPoint.
• Passion for handling client concerns and conflict resolution.
• Ability to target critical business problems and apply decision-making methodologies.
• Proven ability to prioritize, multi-task, and exceed expectations.

Nice-to-haves

• Experience with K-12 education systems.
• Familiarity with Gainsight or similar client management tools.

Benefits

• Competitive compensation package including base salary and bonus structure.
• 401k match.
• Unlimited PTO.
• Tuition reimbursement program for eligible college credit coursework.