Strategic Customer Success Manager
Front
Sales & Business Development, Customer Service
Chicago, IL, USA
USD 138k-162k / year + Equity
Location
Chicago, IL
Employment Type
Full time
Department
Sales & Success
Compensation
- Zone 3Estimated Base Salary $138K – $162K • Offers Bonus
Individual compensation packages are based on factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. At Front, we take a market-based approach to pay. In addition to cash compensation (base salary, which may include commissions or overtime pay where applicable), Fronteers are eligible to receive equity in the company. This resource will provide additional information on our location zone designations. If you have questions, please contact a member of our recruiting team for additional information.
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.
As a Senior Customer Success Manager, you will be the primary post-sale partner for a portfolio of B2B customers. Your focus will be retention and long-term value realization — ensuring customers adopt, engage, and renew with confidence.
You are proactive, organized, and commercially savvy. You don’t wait for churn signals — you anticipate them. You don’t just manage accounts — you drive outcomes.
What will you be doing?
Own the end-to-end lifecycle for your book of business, driving successful renewals through proactive planning, forecasting, and negotiation
Build and execute renewal strategies 90–120 days in advance, identifying risks early and partnering cross-functionally to ensure seamless execution
Develop strong relationships with key stakeholders, aligning on measurable success metrics and desired business outcomes
Monitor product usage and engagement, proactively addressing adoption gaps to ensure customers realize clear ROI
Lead business reviews and strategic check-ins to reinforce value, strengthen alignment, and surface growth opportunities
Identify and mitigate churn risk using data-driven insights, executing mitigation plans and escalating when necessary
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Maintain clear documentation of account health, risks, and blockers while advocating for customer needs and sharing feedback internally
What skills and experience do you need?
5+ years in Customer Success or a similar client-facing role in a B2B SaaS environment
Proven experience owning renewals and retention metrics with Enterprise accounts
Strong commercial instincts and comfort leading contract conversations
Ability to interpret usage data and translate it into action
Excellent communication and stakeholder management skills
Highly organized with strong attention to detail
Nice to Have
Experience in a high-growth startup environment
Experience managing mid-market or enterprise accounts
Familiarity with CRM and CS platforms (Salesforce, Gainsight, etc.)
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
Compensation Range: $138K - $162K