Strategic Customer Success Manager

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.

• →

  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

• 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