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 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.
We’re looking for a Senior Technical Project Manager / Senior Implementation Manager to join our Success Services team in the US. You will lead Front’s most complex customer implementations across net-new onboarding, enterprise expansion, workflow transformation, migration, and adoption of new capabilities.
You will be the customer’s primary implementation partner and a senior advisor throughout the engagement. You’ll uncover business goals, translate complex processes into scalable Front workflows, establish the project operating model, lead change and enablement, navigate technical dependencies, and drive teams toward measurable value.
This is a hands-on role for an experienced implementation leader. You will independently manage high-stakes engagements while also improving how our team works through stronger playbooks, reusable solutions, coaching, and cross-functional partnership.
What will you be doing?
Own complex, multi-workstream implementation engagements from discovery and solution design through launch, adoption, and value realization.
Advise customer leaders on future-state workflows, operating models, governance, and change—not simply configure stated requirements.
Build and drive clear project plans, decision frameworks, stakeholder cadences, risk registers, and executive updates across multiple concurrent engagements.
Lead discovery workshops that uncover business goals, process gaps, technical constraints, change risks, and measurable success criteria.
Guide solution design involving permissions, integrations, data flows, automations, migrations, APIs, webhooks, and Front’s AI-powered capabilities; independently handle common technical topics and engage specialists intentionally.
Lead change management, enablement, cutover, and adoption strategies for teams moving from deeply embedded legacy tools and processes.
Navigate escalations with calm judgment, clear ownership, and an ability to align customers and internal teams around trade-offs and a path forward.
Partner with Sales, Solutions, Account Management, Product, Engineering, and Support to define scope, resolve blockers, and improve the customer journey.
Turn recurring customer needs into reusable implementation assets, playbooks, templates, and delivery improvements.
Support team development through mentoring, thoughtful feedback, knowledge sharing, and leadership on strategic initiatives.
Represent the customer voice and implementation perspective in product and operational decisions.
What skills & experience do you need?
5+ years of experience leading customer-facing SaaS implementations, professional services engagements, technical programs, or similarly complex transformation work.
A track record of independently owning complex implementations from discovery through sustained adoption, including multiple stakeholders, workstreams, and technical dependencies.
Strong consultative and systems-thinking skills; able to diagnose underlying business problems and recommend a practical future state rather than order-take.
Excellent project leadership, including scope, timeline, governance, risk, executive communication, and management of multiple concurrent priorities.
Demonstrated change-management experience, including stakeholder mapping, resistance management, enablement, cutover, and reinforcement after launch.
Strong technical fluency across integrations, permissions, data flows, automations, migrations, APIs, and webhooks; able to learn products quickly and know when deeper expertise is needed.
Executive presence and communication skills, with the ability to simplify complexity, facilitate difficult decisions, and build trust across technical and non-technical audiences.
Sound judgment under pressure and experience recovering at-risk projects or resolving escalations.
Evidence of improving a services organization through reusable solutions, delivery methodology, enablement, mentoring, or operational improvements.
Curiosity and practical judgment about AI and automation, including how to drive responsible customer adoption and improve personal effectiveness.
What makes you a great fit?
You create clarity and momentum when the path is ambiguous.
You challenge assumptions respectfully and make recommendations grounded in customer outcomes.
You connect business strategy, workflow design, technical constraints, and change management.
You communicate credibly with executives while staying close to execution details.
You anticipate risks early, make trade-offs explicit, and recover quickly when plans change.
You measure success by adoption and value—not activity or go-live alone.
You improve the system around you and help teammates raise their craft.
Front operates on a hybrid model — we come together in the office each Tuesday, Wednesday, and Thursday to collaborate and stay connected.
What we offer
Competitive salary
Equity (we are post-series D & backed by some of the best VCs in the US)
Private health insurance, including plan options at no cost to employees
Paid parental leave
Flexible time off policy
Flexibility to work from home Monday and Friday, unless posted as a fully remote role
Mental health support with Workplace Options
Family planning support with Maven
$100 per month Lifestyle Stipend to spend on fitness, health and wellness, and other activities
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
- 5+ years of experience leading customer-facing SaaS implementations, professional services engagements, technical programs, or similarly complex transformation work
- Experience independently owning complex implementations from discovery through sustained adoption
- Experience managing multiple stakeholders, workstreams, and technical dependencies
- Strong consultative and systems-thinking skills
- Excellent project leadership, including scope, timelines, governance, risk, executive communication, and concurrent priorities
- Demonstrated change-management experience, including stakeholder mapping, resistance management, enablement, cutover, and post-launch reinforcement
- Technical fluency across integrations, permissions, data flows, automations, migrations, APIs, and webhooks
- Executive presence and communication skills across technical and non-technical audiences
- Experience recovering at-risk projects or resolving escalations
- Evidence of improving a services organization through reusable solutions, delivery methodology, enablement, mentoring, or operational improvements
- Practical judgment about AI and automation, including responsible customer adoption
Front Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Front and has not been reviewed or approved by Front.
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Healthcare Strength — Health coverage is advertised as employer-paid for medical, dental, and vision, indicating strong plan support. This setup reduces employee premium costs and is highlighted as a core part of the package.
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Leave & Time Off Breadth — Flexible/unlimited PTO, paid parental leave for birthing and non-birthing parents, and volunteer time off are explicitly listed. These options point to broad time-off provisions that support rest, family needs, and community engagement.
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Wellbeing & Lifestyle Benefits — Wellness benefits and a monthly wellness/lifestyle stipend appear alongside commuter benefits and office perks like free lunches and snacks. Such lifestyle supports complement core benefits and improve day-to-day experience.
Front Insights
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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