Client Success Manager

Client Success Manager

Location: Remote (any currently approved FCC location) 

Schedule: Full-Time

Internal Only Posting: Only currently employed Frontline Employees may apply

About the Role

We are seeking a professional, personable, and detail-oriented Client Success Manager (CSM) to support one of our dedicated accounts. In this role, you will serve as the primary liaison between the client and Frontline Call Center operations, advocating for both client needs and agent success. You will manage all aspects of assigned client accounts, provide day-to-day agent support, analyze performance trends, and collaborate cross-functionally to ensure exceptional service delivery.

This role requires strong communication skills, operational awareness, and the ability to work independently while managing multiple priorities in a fast-paced environment.

Key Responsibilities

Daily Operations & Agent Support

· Oversee department, staff and client as main point of contact

· Monitor call queues to ensure service level goals (SVL) are met or exceeded

· Track agent performance metrics including volume, handle time, and ACW to maximize efficiency

· Respond to agent questions via chat and provide real-time coaching

· Identify and communicate real-time and historical account trends

· Answer calls as needed to support coverage

· Assist agents with customer follow-ups on previously submitted support tickets

· Communicate training, knowledge gaps, or support needs to Operations

· Provide Tier 2 (T2) backup support on an as-needed basis

· Maintain up-to-date process knowledge through ongoing T2 training

Account Updates & Change Management

· Receive client requests and coordinate with Operations

· Respond to coaching issues and scheduling changes

· Notify appropriate teams of account updates or revisions via email or internal reporting tools

Agent Training & Development

· Train new hires and existing agents as needed

· Conduct test calls and coaching sessions upon client request

· Request agent skill assignments after successful training completion

· Oversee agent onboarding reviews

· Participate in or support disciplinary actions as requested by the Operations Manager

Reporting & Data Management

· Complete daily client reports

· Assist with pulling account-specific data for Operations or the client

· Verify daily that ticketing systems are properly syncing between internal tools and client systems

Meetings & Client Engagement

· Participate in bi-weekly client meetings – camera required

· Lead or attend occasional virtual client trainings

· Attend weekly one-on-one meetings with the Operations Manager

· Collaborate weekly with Supervisors, Account Managers, and QA teams

· Participate in bi-weekly meetings with dedicated agents

· Support special projects as requested by the client or Operations

Required Skills & Qualifications

· Proven experience in call center operations, client success, or account management

· Strong communication, coaching, and interpersonal skills

· Ability to analyze performance data and identify trends

· Comfortable multitasking and working independently

· Experience supporting agents in real-time production environments

· Proficiency with reporting tools, ticketing systems, and virtual collaboration platforms

Required Equipment & Home Office Environment

· Quiet, distraction-free work environment

· Employee-maintained desktop computer meeting the following minimum specifications:

• Dual monitors
• 12GB DDR4 RAM
• 256GB SSD (upgradable storage)
• RJ-45/Ethernet and HDMI connectivity

· High-quality USB headset compatible with desktop setup

· Reliable phone access for work-related calls

· Reliable method to contact the Employee Call-Out Line

· Hardwired internet connection with:

• 20 Mbps download speed or higher
• 10 Mbps upload speed or higher
• 20 ms latency or less