Strategic Customer Success Manager
FRONT COMPANY, Chicago, IL, United States
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 .
At Front, we're redefining how companies build stronger customer relationships through modern, collaborative communication. As a Strategic Customer Success Manager, you will partner with our largest and most complex customers to drive long-term business outcomes, ensuring Front becomes a critical part of their customer operations strategy.
This is not a reactive support role-you will operate as a trusted advisor to executive stakeholders, guiding customers through transformation, aligning Front to their most important business priorities, and owning retention and expansion across multi-threaded organizations.
What you'll do
Own a portfolio of Front's strategic and enterprise customers, with accountability for net revenue retention, expansion, and long-term customer health
Build and maintain executive-level relationships, positioning yourself as a trusted advisor to VP and C-level stakeholders
Lead account strategy by deeply understanding each customer's business model, KPIs, and operational challenges, and mapping Front to measurable outcomes
Drive structured success planning, including mutual success plans, business reviews, and ROI narratives that demonstrate ongoing value
Identify and mitigate risk early by leveraging product usage data, engagement signals, and stakeholder alignment
Proactively uncover expansion opportunities across teams, geographies, and use cases, and partner closely with Sales to execute growth strategies
Navigate complex organizations by building multi-threaded relationships and aligning cross-functional stakeholders
Advocate for customers internally, influencing product roadmap, go-to-market strategy, and support experience based on customer needs
Partner cross-functionally with Sales, Support, Product, and Marketing to deliver a cohesive and high-impact customer experience
What we're looking for
5+ years of Customer Success, Account Management, or Consulting experience managing enterprise or strategic accounts
Proven track record of driving net revenue retention, including renewals and expansion within complex organizations
Experience engaging and influencing executive stakeholders, with strong business acumen and communication skills
Ability to translate customer goals into measurable success metrics and articulate clear ROI
Data-driven approach to managing customer health, risk, and growth opportunities
Experience navigating multi-product or highly configurable SaaS environments
Strong cross-functional collaboration skills and a proactive, ownership-driven mindset
Comfortable operating in ambiguity and shaping strategy in a fast-growing environment
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 & EU Privacy Notice
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 .
At Front, we're redefining how companies build stronger customer relationships through modern, collaborative communication. As a Strategic Customer Success Manager, you will partner with our largest and most complex customers to drive long-term business outcomes, ensuring Front becomes a critical part of their customer operations strategy.
This is not a reactive support role-you will operate as a trusted advisor to executive stakeholders, guiding customers through transformation, aligning Front to their most important business priorities, and owning retention and expansion across multi-threaded organizations.
What you'll do
Own a portfolio of Front's strategic and enterprise customers, with accountability for net revenue retention, expansion, and long-term customer health
Build and maintain executive-level relationships, positioning yourself as a trusted advisor to VP and C-level stakeholders
Lead account strategy by deeply understanding each customer's business model, KPIs, and operational challenges, and mapping Front to measurable outcomes
Drive structured success planning, including mutual success plans, business reviews, and ROI narratives that demonstrate ongoing value
Identify and mitigate risk early by leveraging product usage data, engagement signals, and stakeholder alignment
Proactively uncover expansion opportunities across teams, geographies, and use cases, and partner closely with Sales to execute growth strategies
Navigate complex organizations by building multi-threaded relationships and aligning cross-functional stakeholders
Advocate for customers internally, influencing product roadmap, go-to-market strategy, and support experience based on customer needs
Partner cross-functionally with Sales, Support, Product, and Marketing to deliver a cohesive and high-impact customer experience
What we're looking for
5+ years of Customer Success, Account Management, or Consulting experience managing enterprise or strategic accounts
Proven track record of driving net revenue retention, including renewals and expansion within complex organizations
Experience engaging and influencing executive stakeholders, with strong business acumen and communication skills
Ability to translate customer goals into measurable success metrics and articulate clear ROI
Data-driven approach to managing customer health, risk, and growth opportunities
Experience navigating multi-product or highly configurable SaaS environments
Strong cross-functional collaboration skills and a proactive, ownership-driven mindset
Comfortable operating in ambiguity and shaping strategy in a fast-growing environment
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 & EU Privacy Notice