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Front is a customer operations platform built for B2B complexity, used by over 9,000 companies including Uber Freight, Navan, and Stripe. The platform keeps teams, tools, and customer conversations in sync, enabling companies to scale without losing connection to complex B2B customer relationships.
As Senior Manager, Customer Success, you will lead a team of Customer Success Managers responsible for driving adoption, expansion, and long-term customer outcomes across a portfolio of accounts. This is a people-first leadership role requiring both strategic thinking and hands-on problem-solving.
Key Responsibilities:
- Lead, coach, and develop a team of CSMs, 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 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
- Operate as an escalation leader for at-risk accounts, navigating complex stakeholder dynamics and creating recovery plans
- Collaborate closely with Support, Product, and Engineering to unblock customers and influence roadmap priorities based on patterns and business impact
- Drive continuous improvement using data, identifying leading indicators, and coaching to behaviors that improve execution across the customer lifecycle
The role is hybrid, with expectations to work in the office Tuesday, Wednesday, and Thursday.
Requirements:
- 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
- Excellent communication and stakeholder management skills, able to influence customers and internal partners, including senior leadership
- Comfort in ambiguity and change; ability to create clarity, prioritize fast, and drive execution as the business scales
- Strong customer intuition paired with analytical thinking to diagnose problems, design solutions, and measure outcomes
About Front
SaaS / Enterprise Software — customer operations and shared inbox platform for support and sales teams.
