Senior Manager, Customer Success

Front•Chicago, IL

12d•Hybrid

About The Position

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. We're building something special at Front—a brand new Customer Success organization that will transform how we support and grow our existing customer base. As a Manager of Customer Success, you'll be a founding leader on this team, working directly with our VP of Customer Success to establish the foundation, playbooks, and culture that will define CS at Front for years to come. This is a rare opportunity to shape a CS function from the ground up at a high-growth SaaS company. You'll lead a team of Customer Success Managers focused on driving product adoption, expansion, and retention across our customer base—while building the strategic frameworks that will scale as we grow.

Requirements

4-6 years experience leading Customer Success teams in SaaS
Clear playbooks on common CS motions such as TO AD
Proven experience building or scaling CS functions — You've been an early CS leader before and know what good looks like from the ground up
Strong coaching and people leadership skills — You know how to develop talent, deliver feedback, and create a culture of accountability and growth
Strategic and execution-oriented — You can think big picture while rolling up your sleeves to build processes, run customer calls, and get things done
Data-driven mindset — You use metrics and customer insights to guide decisions, identify trends, and demonstrate impact
Experience with CS motions — You have clear playbooks for onboarding, adoption, renewals, expansion, and customer health scoring
Excellent collaboration skills — You've successfully partnered with Sales, Product, and Support teams to drive shared outcomes

Responsibilities

Be part of a brand new Customer Success team at Front, helping establish the plan to integrate CS into our Existing Business motions.
Build and lead a high-performing CS team — Recruit, coach, and develop Customer Success Managers who are passionate about customer outcomes and business growth
Drive product adoption and expansion — Develop strategies and playbooks to increase AI product usage, identify upsell opportunities, and deliver measurable business value to customers
Establish CS fundamentals — Partner with the VP of Customer Success to define team KPIs, roles and responsibilities, success metrics, and operating rhythms for a brand new organization
Collaborate cross-functionally — Work closely with Sales, Product, Support, and Revenue Operations to ensure seamless customer experiences and efficient handoffs
Own customer outcomes — Take accountability for retention, customer health, product adoption, and helping drive expansion across your portfolio, using data and insights to drive proactive engagement
Create scalable processes — Build onboarding workflows, QBRs frameworks, success plans, and renewal processes that can scale as the team and customer base grow

Benefits

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 full-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!