Senior Manager of Customer Success, Front
$187-223k
OTE
Offers equity
More information about location
3+ days a week in office
Shared customer communication hub
Open for applications
Shared customer communication hub
201-500 employees
Open for applications
$187-223k
OTE
Offers equity
More information about location
3+ days a week in office
201-500 employees
Company mission
To make work happier by powering better relationships at scale.
Role
Who you are
- 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
What the job involves
- 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
- You will 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
Our take
When a business receives an email from a customer it can set off a chain of forwarded emails across the company, an inefficient process where information (and sales!) can easily get lost. Front exists to change this, consolidating all customer communications into a single shared inbox which can be accessed by teams of any size and completely eliminates the need for internal emails.
With more companies moving to remote working and eCommerce becoming the predominant form of conducting business, Front's product has been enthusiastically received by over 8,000 companies, including Mailchimp, Shopify and Convoy. However, it is by no means alone in this space, with huge competitors such as Google and Microsoft providing communications solutions and other internal communications tools such as Slack gaining traction. Front may have an edge here, though: its unified solution also provides automated workflows, ticketing and analytical tools that are either absent or less well integrated in competing offerings.
In 2022, Front raised investments in a Series D round and achieved unicorn status with a valuation of over $1 billion. Now with $100 million in annual recurring revenue, it's moving to further develop its product and increase its market share, hiring new talent ahead of a possible IPO in the near future. Definitely watch this space!
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jun 2022
$65m
SERIES D
Jan 2020
$59m
SERIES C
Total funding: $203.5m
Company benefits
- Flexible PTO
- 401(K) plan
- Parental Leave
- Volunteer time off
- Commuter benefits
- Wellness benefits
- Work from home opportunities
- Health insurance
- Equity
- Mental health support
- Family planning support
Company HQ
Union Square, San Francisco, CA
Leadership
Laurent Perrin
(CTO)Former Hacker in Residence at eFounders. Former Technical Architect at FaberNovel and CTO at Radioline. MSc in Computer Science at Ecole Polytechnique.
Mathilde Collin
(CEO)Former Project Manager at Concord with MA in Entrepreneurship at HEC Paris.
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