Frontline Managed Services adds two leaders to boost advisory and customer success

Frontline Managed Services named Heather Collins Jacobson vice president of advisory services and Amber Schreier vice president of customer success on Sept. 16, 2026, as it pushes a more outcome-focused model for law firms. The hires are meant to help clients turn strategy into measurable business results across technology, AI, operations and service delivery.

Why it matters: - Frontline Managed Services is leaning harder into advisory-led services as law firms face pressure from AI, cybersecurity, technology spending, financial performance and client demands. - The company is trying to tie legal operations and technology investments to measurable business outcomes, not just new tools or more services. - The leadership additions are designed to strengthen how Frontline helps firms prioritize, execute and track value over time.

What happened: - Frontline Managed Services appointed Heather Collins Jacobson as vice president of advisory services and Amber Schreier as vice president of customer success. - The announcement was made Sept. 16, 2026, in St. Louis. - Frontline said the hires support its advisory-led, outcome-focused business model for the legal industry. - CEO Tim Britt said the company wants the right expertise involved in change decisions and stronger accountability for client results.

The details: - Jacobson leads Frontline’s Advisory Services practice and works with law firm leaders on performance assessment, priorities and roadmaps. - Her scope includes business operations, technology, AI and organizational transformation. - Frontline’s advisory work includes IT strategy, technology modernization, business process optimization, AI strategy and enablement, merger and acquisition planning and integration, and performance improvement planning. - Jacobson brings 20 years of experience across law firms and corporate legal departments. - Her background includes senior leadership roles at The Cavanagh Law Firm, Axiom Advice & Counsel, Deloitte, UnitedLex Corporation and Huron Legal. - Jacobson said firms need a realistic path forward and discipline to follow through on priorities. - Schreier leads Frontline’s customer lifecycle strategy, including executive engagement, client experience, customer health, retention and advocacy. - Schreier’s role is meant to connect client priorities across advisory, business operations, legal technology and managed IT. - Schreier has more than 20 years of experience working with law firms and corporate legal departments. - Before Frontline, Schreier was a managing director in Protiviti’s Legal Consulting & Advisory Services practice. - At Protiviti, Schreier advised hundreds of legal organizations on business challenges, operational improvement, technology strategy and transformation. - Schreier said client success depends on understanding what a firm is trying to accomplish and proving value through results.

Between the lines: - Frontline is broadening beyond service delivery into a more consultative role that spans strategy, execution and ongoing client management. - The company is positioning customer success as a way to deepen relationships and surface additional opportunities as law firm needs change. - The move suggests legal services buyers are expected to want more integration across technology, operations and business planning.

What's next: - Frontline will use the two hires to expand its advisory practice and tighten coordination with clients across its service lines. - The company is expected to push more firms toward shared success metrics and more structured improvement plans. - The customer success function will likely play a bigger role in retention and expansion as Frontline’s portfolio grows.