Customer Success Manager at Frontcareers

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 [Upgrade to PRO to see link] Top Places to Work by USA Today 2025 [Upgrade to PRO to see link] Y Combinator's list of Top Companies in 2023 [Upgrade to PRO to see link] #4 on Fortune’s Best Workplaces in the Bay Area™ [Upgrade to PRO to see link] ,Inc. Magazine's 2022 Best Workplaces list [Upgrade to PRO to see link] and Forbes Best Startup Employers 2022 List [Upgrade to PRO to see link] Read more about Front's expansion into Chile [Upgrade to PRO to see link] 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 [Upgrade to PRO to see link] & EU Privacy Notice [Upgrade to PRO to see link]