Front

Customer Success Manager

• Lead & Scale: Lead, mentor, and scale a global Customer Success organization, fostering a culture of high performance, collaboration, and continuous learning and professional growth.
• Drive Revenue Retention: 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.
• Architect the Customer Journey: 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.
• Fuel Expansion: Collaborate closely with the sales, solutions engineering, and EPD teams to identify and support expansion opportunities (add-ons, upsells), contributing directly to revenue growth.
• Operational Excellence: 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.
• Be the Voice of the Customer: Serve as the ultimate advocate for our customers internally. Partner with Product, Engineering, Marketing, and Sales to translate customer feedback into actionable insights that drive product innovation and a better customer experience.
• Measure Success: 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.

Head of Customer Success

Affiliate Manager

Front is the leading AI-powered customer service platform built for collaboration.
Act as a strategic advisor and confidant to your executive, deeply understanding their priorities to help drive key business rhythms, special projects, and strategic initiatives.
Proactively manage and optimize the executive's time and focus, aligning their calendar with top priorities and ensuring they are well-prepared for all engagements.
Own the operating rhythms for the CPXO (staff meetings, QBRs, planning sessions, leadership offsites), including agendas, pre-reads, note synthesis, and action item tracking.
Lead and manage critical cross-functional projects on behalf of the executive, from conception through to completion.
Draft, review, and manage sensitive internal communications and presentations for all-hands meetings and key customer interactions.
Build and maintain deep, trusted relationships with key stakeholders across Front.
Intelligently triage and manage inbound requests, empowering teams to move forward independently while escalating critical issues to the executive with context and recommended actions.
Assist in preparing data-informed presentations and reports, synthesizing information from various sources to provide the executive with the insights needed for strategic decision-making.

Head of Customer Success

Senior Executive Business Partner