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Overview Front is the leading AI-powered customer service platform built for collaboration. Front brings core support channels into a modern, intuitive workspace where teams can collaborate on requests, automate manual processes, and delight customers across their entire lifecycle. Front’s flexible workflows, AI features, and customer intelligence provide the efficiency and insights to keep entire organizations customer-first, every day. More than 9,000 companies worldwide use Front to deliver five-star service at scale. Front is backed by Sequoia Capital and Salesforce Ventures, and has received multiple acknowledgments for workplace excellence.

What you will be doing

Lead, mentor, and scale a global Customer Success organization, fostering a culture of high performance, collaboration, and continuous learning and professional growth.

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.

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.

Collaborate with the sales, solutions engineering, and EPD teams to identify and support expansion opportunities (add-ons, upsells), contributing directly to revenue growth.

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.

Serve as the Voice of the Customer internally. Partner with Product, Engineering, Marketing, and Sales to translate customer feedback into actionable insights that drive product innovation and a better customer experience.

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.

What skills and experience do you need?

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.

Location & Work Model This is a hybrid role, expected to be in our Chicago office on Tuesdays and Thursdays.

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

Flexible work from home 3 days/week (unless posted as a full-remote role)

Mental health support with Workplace Options

Family planning support with Maven

$100 per month Lifestyle Stipend for fitness, health and wellness, and activities

Wellness Days - Fronteers get an additional day off on months with no holidays

Winter Break - Offices closed from Christmas to New Year’s Day

Note: 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 and EU Privacy Notice.

Seniority level

Executive

Employment type

Full-time

Job function

Other

Industries

Software Development

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