Front is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection. Others handle simple interactions. Front handles the coordination and context behind complex B2B customer relationships. Over 9,000 companies, including Uber Freight, Navan, and Stripe, rely on Front because it's the only one that can run the operational layer that makes customer-facing work actually succeed.
Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Built In's 100 Best Midsize Places to Work in SF 2025, Top Places to Work by USA Today 2025, Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™ ,Inc. Magazine's 2022 Best Workplaces list, and Forbes Best Startup Employers 2022 List.
Read more about Front's expansion into Chile!
As a Customer Success Manager, you will be the primary post-sale partner for a portfolio of B2B customers. Your focus will be retention and long-term value realization — ensuring customers adopt, engage, and renew with confidence.
You are proactive, organized, and commercially savvy. You don’t wait for churn signals — you anticipate them. You don’t just manage accounts — you drive outcomes.
What will you be doing?
Own the Renewal Lifecycle
Manage the end-to-end renewal process for your book of business
Build and execute renewal plans 90–120 days ahead of contract expiration
Accurately forecast renewals and identify risks early
Lead renewal conversations and negotiate within defined guidelines
Partner cross-functionally to ensure seamless contract execution
Drive Customer Value & Adoption
Develop strong relationships with key stakeholders and decision-makers
Align customer goals with measurable success metrics
Monitor product usage and proactively address adoption gaps
Lead business reviews and strategic check-ins
Ensure customers clearly understand and realize ROI
Identify & Mitigate Risk
Proactively identify churn risk using engagement and usage data
Develop and execute mitigation plans
Escalate strategically when needed and mobilize internal resources
Maintain clear documentation of account health and blockers
Be the Voice of the Customer
Share product feedback and customer insights with internal teams
Advocate for customer needs while balancing company priorities
Contribute to improving customer lifecycle processes as we scale
What skills and experience do you need?
Demonstrated experience in Customer Success or a similar client-facing role in a B2B SaaS environment
Proven experience owning renewals and retention metrics
Strong commercial instincts and comfort leading contract conversations
Ability to interpret usage data and translate it into action
Excellent communication and stakeholder management skills
Highly organized with strong attention to detail
Nice to Have
Experience in a high-growth startup environment
Experience managing mid-market or enterprise accounts
Familiarity with CRM and CS platforms (Salesforce, Gainsight, etc.)
This role is hybrid, expected to come in the office each Tuesday, Wednesday, and Thursday to collaborate and stay connected.
What we offer
Competitive salary
Fully covered health insurance - medical, dental and vision
Generous paid time off
Mental health support with Workplace Options
Family planning support with Maven
Monthly Lifestyle Stipend to spend on fitness, health and wellness, and other activities
Monthly Teleworking Allowance to be used towards Wi-Fi, equipment, cell data, etc.
Wellness Days - Fronteers get an additional day off on months with no holidays
Winter Break - Our offices are closed from Christmas to New Year's Day!
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. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice
Skills Required
- Experience in Customer Success or client-facing role in a B2B SaaS environment
- Experience owning renewals and retention metrics
- Strong commercial instincts for contract conversations
- Ability to analyze usage data for actionable insights
- Excellent communication and stakeholder management skills
- Highly organized with attention to detail
What We Do
We are a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration behind the scenes. With Front, teams can centralize messages across channels, route them to the right person, and unlock visibility and insights across all of their customer operations. More than 8,000 businesses use Front to drive operational efficiency that prevents churn, improves retention, and propels customer growth.
Why Work With Us
Being a Fronteer is something special. The company was founded on the idea that people could be happier at work. Over the years, our company has grown and expanded globally in Paris, Dublin and Santiago. However, our core mission still persists and is the foundation of our values and our culture.
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