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Customer Success Manager

Front

full-time

Posted on:

Location Type: Hybrid

Location: Santiago • Chile

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About the role

  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successrenewal managementretention metricsusage data interpretationcontract negotiationrisk mitigationaccount health documentationcustomer lifecycle processes
Soft Skills
communicationstakeholder managementorganizational skillsattention to detailrelationship buildingadvocacystrategic thinking