Senior Manager, Customer Success

About the role

Front is looking for a Senior Manager, Customer Success to lead a high‑performing team of Customer Success Managers. You will be at the heart of retention and growth, ensuring that Front’s platform becomes an essential part of customers’ daily workflows.

Key responsibilities

• Lead, coach, and develop a team of CSMs, setting clear expectations and fostering a culture of ownership and empathy.
• Own retention and expansion outcomes, managing forecasting, risk mitigation, and pipeline health.
• Partner with Sales on renewals and expansion, ensuring seamless handoffs and aligned account planning.
• Design and implement scalable processes such as QBRs, success plans, health scoring, and playbooks.
• Act as escalation point for at‑risk accounts, navigating complex stakeholder dynamics and rebuilding trust.
• Collaborate with Support, Product, and Engineering to unblock customers and influence roadmap priorities.
• Drive continuous improvement using data, identifying leading indicators and coaching behaviors across the customer lifecycle.

Required profile

• 7+ years in Customer Success, Account Management, or post‑sales roles within B2B SaaS.
• 2+ years of experience managing and scaling high‑performing Customer Success teams.
• Proven track record of delivering retention and expansion targets.
• Strong analytical mindset with ability to use data for decision‑making.

Required skills