Front is on a mission to make work happier with the first-ever customer communication hub. Relationships are everything in business, but they’re hard to maintain as a business grows because traits like trust, compassion, and empathy are human qualities that have been difficult for technology to scale. We’ve reimagined the way businesses communicate by bringing customer conversations to the center of one’s focus. Today, nearly 8,000 businesses have discovered that they can still grow their business and keep the human touch. The world is on course to work happier. We believe our role is to accelerate and shape this path in three ways: the product we make, the culture we live, and the example we set. 

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 the Chicago area, or willing to relocate

What we offer

✨ Competitive salary

🤝 Equity (we are post-series D & backed by some of the best VCs in the US)

🏥 Private health insurance fully covered by Front

💪 Flexible Fridays - learn more here!

🏡 Flexibility to work from home 3 days/week (unless posted as a full-remote role)

🛋 Mental health support with Modern Health

🍼 Family planning support with Maven

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.