Strategic Customer Success Manager

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 https://builtin.com/awards/san-francisco/2025/best-midsize-places-to-work?utm_campaign=bptw-2025&utm_content=article&utm_medium=website&utm_source=editorial, Top Places to Work by USA Today 2025 https://topworkplaces.com/company/front/, Y Combinator's list of Top Companies in 2023 https://www.ycombinator.com/topcompanies, #4 on Fortune’s Best Workplaces in the Bay Area™ https://www.greatplacetowork.com/best-workplaces/bay-area/2022?category=small-and-medium ,Inc. Magazine's 2022 Best Workplaces list https://www.inc.com/best-workplaces/2022, and Forbes Best Startup Employers 2022 List https://www.forbes.com/lists/americas-best-startup-employers/?sh=661411d52ad7.

As a Senior 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 end-to-end lifecycle for your book of business, driving successful renewals through proactive planning, forecasting, and negotiation

• Build and execute renewal strategies 90–120 days in advance, identifying risks early and partnering cross-functionally to ensure seamless execution

• Develop strong relationships with key stakeholders, aligning on measurable success metrics and desired business outcomes

• Monitor product usage and engagement, proactively addressing adoption gaps to ensure customers realize clear ROI

• Lead business reviews and strategic check-ins to reinforce value, strengthen alignment, and surface growth opportunities

• Identify and mitigate churn risk using data-driven insights, executing mitigation plans and escalating when necessary

• Maintain clear documentation of account health, risks, and blockers while advocating for customer needs and sharing feedback internally

What skills and experience do you need?

• 5+ years in Customer Success or a similar client-facing role in a B2B SaaS environment

• Proven experience owning renewals and retention metrics with Enterprise accounts

• 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.)

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 https://front.com/legal/california-recruiting-privacy-notice & EU Privacy Notice https://front.com/legal/eu-recruiting-privacy-notice