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!
Customer Success at Front sits at the center of retention and growth, partnering with customers to make sure Front becomes the system their teams rely on every day. As Senior Manager, Customer Success, you’ll lead a team of CSMs responsible for driving adoption, expansion, and long-term customer outcomes across a portfolio of accounts.
This role is for a people-first leader who can coach, scale process, and hold a high bar for customer partnership, while also rolling up your sleeves to solve complex situations, influence cross-functionally, and help shape how we deliver value at Front as we grow.
What will you be doing?Lead, coach, and develop a team of Customer Success Managers, setting clear expectations, driving performance, and building a culture of ownership and customer empathy.
Own retention and expansion outcomes across your team’s book of business, with a strong operational cadence around forecasting, risk management, and pipeline health.
Partner with Sales on renewals and expansion strategy, ensuring clean handoffs, strong account planning, and aligned customer narratives.
Build scalable team processes (QBRs, success planning, health scoring, playbooks) that improve consistency and outcomes without adding unnecessary overhead.
Operate as an escalation leader for at-risk accounts, navigating complex stakeholder dynamics and creating recovery plans that rebuild trust.
Collaborate closely with Support, Product, and Engineering to unblock customers and influence roadmap priorities based on patterns, feedback, and business impact.
Drive continuous improvement using data, identifying leading indicators, coaching to behaviors, and improving how the team executes across the customer lifecycle.
7+ years in Customer Success, Account Management, or post-sales roles in B2B SaaS, including 2+ years managing and scaling high-performing CS teams.
Proven track record leading retention and expansion outcomes (renewals, churn reduction, upsell/cross-sell) in a recurring revenue model.
Strong coaching and leadership skills, able to elevate performance through clear feedback, structured development, and high standards.
Experience building operational rigor: forecasting, health metrics, playbooks, and execution cadences that make teams more effective.
Excellent communication and stakeholder management, able to influence customers and internal partners, including senior leadership.
Comfort in ambiguity and change; you can create clarity, prioritize fast, and drive execution as the business scales.
Strong customer intuition paired with analytical thinking, you can diagnose problems, design solutions, and measure what’s working.
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
Summer 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
- 7+ years in Customer Success, Account Management, or post-sales roles in B2B SaaS
- 2+ years managing and scaling high-performing Customer Success teams
- Proven track record in retention and expansion outcomes
- Strong coaching and leadership skills
- Experience building operational rigor
- Excellent communication and stakeholder management
- Comfort in ambiguity and change
- Strong customer intuition paired with analytical thinking
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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