Director of Client Experience (Service Delivery) (Atlanta)

Leapfrog Services is seeking a Director of Client Experience (Service Delivery) to lead the client-facing service organization within our MSP/MSSP environment.

This Director-level role is responsible for ensuring clients consistently experience Leapfrog as responsive, proactive, and easy to work with, while establishing the standards and structure that guide our client engagement and service delivery. The position provides leadership across our Service Delivery and Account Management functions, ensuring strong communication, clear expectations, and consistent service outcomes throughout the client lifecycle.

Reporting to the COO, this role partners closely with Technical Operations leadership to ensure strong coordination between service teams and engineering teams while maintaining a high-trust client experience.

If you are a relationship-driven leader who excels at building executive client relationships, leading service organizations, and improving client engagement at scale, this role offers meaningful impact within a stable, growth-focused organization.

What You’ll Do
Lead Client Experience & Service Delivery

• Provide leadership across Leapfrog’s Service Delivery and Account Management functions.
• Establish clear standards for responsiveness, communication, and service accountability.
• Ensure clients consistently experience Leapfrog as proactive, responsive, and easy to work with.

Strengthen Executive Client Relationships

• Build trusted relationships with client leadership including Director and C-level stakeholders.
• Lead complex client escalations with professionalism and clarity.
• Ensure expectations remain aligned between Leapfrog teams and client leadership.

Demonstrate Value & Client Alignment

• Translate service outcomes into clear business value for clients.
• Ensure clients understand the impact of Leapfrog services on reliability, security, and operational stability.
• Drive consistent communication around service performance and client health.

Lead & Develop Client-Facing Teams

• Coach and mentor leaders responsible for service delivery and account management functions.
• Promote professionalism, accountability, and strong client advocacy across teams.
• Ensure consistent service standards across client-facing teams.

Collaborate Across the Organization

• Partner closely with Technical Operations leadership to ensure strong coordination between service delivery and engineering teams.
• Work with executive leadership to strengthen long-term client relationships.
• Ensure client feedback informs continuous service improvements.

Compensation details: 125000-150000 Yearly Salary

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