Customer Success Manager facilitating B2B client retention and renewals for Front, the customer operations platform for complex customer interactions. Driving outcomes and managing post - sale partner relationships.
About the role
- Lead and scale Customer Success at a market leading Alumni engagement platform in the financial sector. Responsible for retention, expansion, and customer value with teams across Europe and the US.
Responsibilities
- Own growth through customers
- Lead global strategy for retention, renewals, expansion, and adoption
- Own key metrics including NRR, churn, expansion revenue, onboarding time, and customer health
- Partner with Sales on forecasting, renewals, and account expansion
- Build and scale a world-class CS organisation
- Hire, develop, and lead high-performing teams across time zones
- Build strong management layers, playbooks, and operating rhythms
- Create clear career paths and performance standards as we scale
- Be the executive voice of the customer
- Build trusted relationships with senior stakeholders at financial institutions and alumni networks
- Personally sponsor strategic and at-risk enterprise accounts
- Represent customer insights at exec, board, and investor level
- Influence product and company direction
- Partner closely with Product and Engineering to shape roadmap priorities
- Translate customer feedback into scalable product and process improvements
- Ensure customer experience aligns with financial-sector expectations around data, security, and compliance
- Design for scale
- Implement systems, tooling, and data to support a fast-growing SaaS business
- Create repeatable, global CS models while allowing for regional nuance
- Balance speed, quality, and consistency in a high-growth environment
Requirements
- 12+ years in Customer Success, Account Management, or Client Services
- 5+ years in a senior leadership role within B2B SaaS
- Proven experience owning retention, renewals, and expansion revenue
- Experience scaling teams in a VC-backed or high-growth environment
- Track record managing distributed teams
- Comfortable working with enterprise customers and regulated industries
- Experience in financial services, professional networks, or alumni platforms (Nice-to-have)
- Familiarity with GDPR, SOC 2, ISO 27001, or similar standards (Nice-to-have)
- Experience partnering with Product in a product-led growth environment (Nice-to-have)
Benefits
- Competitive compensation
- Meaningful equity
- Long-term upside
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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