Senior Customer Success Manager, Strategic Accounts

San Francisco, CA /
Customer Success /
Full-time
Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM. More than 6,500 businesses use Front to work together to send out the best replies faster, keep messages organized across channels, and always maintain a personal touch. The result is premier, personalized service that scales with your business — and a team that works together as one. 

With $138M in funding, Front is backed by Sequoia Capital, and other leading venture capital firms, as well as independent investors including top executives of Atlassian, Okta, Qualtrics, and Zoom. Front was recently named to Forbes Best Startup Employers 2022 List, Inc. Magazine's 2022 Best Workplaces list, and Y Combinator's list of Top Companies in 2022. We have also been recognized on Wealthfront’s Career-Launching Companies in 2021.

We’re looking for a motivated and team-oriented Enterprise Customer Success Manager for our Strategic Accounts. As a Senior Customer Success Manager, you will have a dedicated book of 30 customers. You’ll drive direct impact on our business by helping your customers transform how they work with Front, thus increasing Front’s renewal and expansion rates. You’ll play a vital role in the customer journey as the customer’s main advocate and advisor, influencing account admins, end users and decision makers.  As a Front CSM, you’re empowered to bring to bear all of Front’s resources to drive business value. 

What will you be doing?

    • Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
    • Drive Front product adoption to achieve our best-in-class retention goals
    • Evaluate opportunities to increase customer satisfaction, expansion, and retention 
    • Work cross-functionally with Product, Sales, Account Management, Support and Marketing to ensure customers have the full power of Front behind them
    • Ensure successful delivery of technical and business value propositions according to customer needs
    • Provide creative problem solving for complex workflows and use cases
    • Ensure long term client satisfaction and reference ability
    • Be the voice of the customer to the product and go-to-market team

What skills and experience do you need?

    • At least 5 years of experience in Customer Success Management in a SaaS company
    • Deep knowledge of SaaS products and services
    • Passionate about customer success and positively impacting the working lives of people in large organizations
    • Ability to contribute to building new processes and systems
    • Clear and thoughtful communicator with excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
    • Polished relationship builder, passionate about driving value for customers
    • Comfortable with ambiguity and will be curious to find the answer to complex problems
    • Empowered to be a builder and create processes with the team 
    • Ready for a role that requires strong leadership, committed priority management and high emotional intelligence.
    • Comfortable giving presentations to groups of any size & audience - from every day end-users of the app to a high level executive.
    • Great problem solving skills, taking a consultative approach to finding the best solution
    • Curiosity, Grit, Persistency
    • Excellent academic achievement 
    • Live in San Francisco Bay Area, or willing to relocate
Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.