Head of Customer Success, Front
$396-440k
OTE
+ Equity
More information about location
Shared customer communication hub
Job no longer available
Shared customer communication hub
201-500 employees
Job no longer available
$396-440k
OTE
+ Equity
More information about location
201-500 employees
Company mission
To make work happier by powering better relationships at scale.
Role
Who you are
- Proven Leadership: 7-10+ years of experience in Customer Success, Account Management, or a related field within a B2B SaaS environment. Experience in the mid-market space is ideal
- Scaled Teams: A minimum of 3-5 years in a senior leadership role, with a demonstrated track record of managing and scaling global or multi-regional teams, including managing other managers
- Operational Master: Strong operational background with proven success in building processes, developing playbooks, and leveraging technology (e.g., Salesforce, GONG) to create a scalable and efficient CS function
- Commercial Acumen: Deep experience managing a significant book of business (e.g., $50M+ ARR) with a strong command of SaaS metrics and a history of consistently meeting and exceeding renewal and expansion targets
- Cross-Functional Collaborator: Exceptional ability to build strong relationships and collaborate effectively across all internal teams, from the C-suite to individual contributors
- Customer Empathy: A genuine passion for understanding customer needs, solving their problems, and driving their success
- Strategic Thinker: A data-driven leader who can operate at both a strategic and tactical level, with the ability to set a vision and execute on it flawlessly
What the job involves
- Front is looking for a strategic and operationally-minded Head of Customer Success to lead our global renewals and customer success organization. This is a critical leadership role on the revenue team, responsible for managing a ~$100M book of business and driving the strategies that ensure our customers achieve maximum value from our platform
- Reporting directly to the CRO, you will own the entire customer lifecycle post-sale, with a primary focus on maximizing customer retention, satisfaction, and expansion
- You will be a builder and a leader, responsible for scaling a world-class team, refining our customer journey, and creating a culture of excellence, learning, and customer-centricity. Your work will directly impact our Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Customer NPS, key metrics for our company's success
- Lead & Scale: Lead, mentor, and scale a global Customer Success organization, fostering a culture of high performance, collaboration, and continuous learning and professional growth
- Drive Revenue Retention: Own the strategy and execution for our renewal business, with the primary goal of achieving world-class gross and net revenue retention rates across our ~$100M customer base
- Architect the Customer Journey: Design and continuously improve the entire customer lifecycle, from onboarding and adoption to value realization and advocacy, ensuring a seamless and valuable experience for all segments
- Fuel Expansion: Collaborate closely with the sales, solutions engineering, and EPD teams to identify and support expansion opportunities (add-ons, upsells), contributing directly to revenue growth
- Operational Excellence: Build and refine the operational foundation of the CS organization. Develop scalable processes, playbooks, and systems to drive efficiency and effectiveness as the company grows
- Be the Voice of the Customer: Serve as the ultimate advocate for our customers internally. Partner with Product, Engineering, Marketing, and Sales to translate customer feedback into actionable insights that drive product innovation and a better customer experience
- Measure Success: Define, track, and report on key performance indicators (KPIs) for the Customer Success team, including NRR, Gross Renewal Rate, CSAT, NPS, and product adoption metrics
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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