Customer Success Manager supporting Core Accounts for a workforce analytics platform. Driving product adoption, renewals, and expansions while ensuring customer satisfaction in service delivery.
About the role
- 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.
Responsibilities
- Own the Renewal Lifecycle
- Manage the end-to-end renewal process for your book of business
- Build and execute renewal plans 90–120 days ahead of contract expiration
- Accurately forecast renewals and identify risks early
- Lead renewal conversations and negotiate within defined guidelines
- Partner cross-functionally to ensure seamless contract execution
- Drive Customer Value & Adoption
- Develop strong relationships with key stakeholders and decision-makers
- Align customer goals with measurable success metrics
- Monitor product usage and proactively address adoption gaps
- Lead business reviews and strategic check-ins
- Ensure customers clearly understand and realize ROI
- Identify & Mitigate Risk
- Proactively identify churn risk using engagement and usage data
- Develop and execute mitigation plans
- Escalate strategically when needed and mobilize internal resources
- Maintain clear documentation of account health and blockers
- Be the Voice of the Customer
- Share product feedback and customer insights with internal teams
- Advocate for customer needs while balancing company priorities
- Contribute to improving customer lifecycle processes as we scale
Requirements
- Demonstrated experience in Customer Success or a similar client-facing role in a B2B SaaS environment
- Proven experience owning renewals and retention metrics
- 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
- Nice to Have: Experience managing mid-market or enterprise accounts
- Nice to Have: Familiarity with CRM and CS platforms (Salesforce, Gainsight, etc.)
Benefits
- Fully covered health insurance - medical, dental and vision
- Generous paid time off
- Mental health support with Workplace Options
- Family planning support with Maven
- Monthly Lifestyle Stipend to spend on fitness, health and wellness, and other activities
- Monthly Teleworking Allowance to be used towards Wi-Fi, equipment, cell data, etc.
- 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!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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