Customer Support Representative

Do you love turning happy clients into loyal partners—and growing accounts in the process? Front Porch Atlanta is hiring a Customer Success Manager to own a portfolio of existing clients, drive renewals, and expand revenue across our hyperlocal media products. If you're a relationship‑builder with a knack for spotting growth opportunities, we want to talk. About Front Porch Atlanta Front Porch Atlanta is a neighborhood‑focused media and engagement platform connecting homeowners, HOAs, and trusted local service providers. Through our HOA publications, FrontPorch/NeighborGuard digital network, and targeted direct mail, we help residents discover high‑quality, neighbor‑recommended providers—and help local businesses grow in the communities they serve. The Role As Customer Success Manager, you are the primary relationship owner for an assigned book of business. You'll ensure clients see measurable value from their campaigns, secure renewals, and identify expansion opportunities across our product suite (HOA Publications, FrontPorch/NeighborGuard, and Direct Mail). Success in this role is measured by retention rate, account growth, and client satisfaction. Reports to: Director of Client Services What You'll Do – Account Management & Retention Serve as the primary point of contact for an assigned portfolio of client accounts. Maintain proactive, regular communication to ensure satisfaction and engagement. Manage renewal cycles end‑to‑end and secure on‑time contract renewals. Identify retention risks early and develop action plans to resolve them. Revenue Growth & Upsell Identify and close opportunities to expand client investment across HOA Publications, FrontPorch/NeighborGuard, and Direct Mail. Present incremental business opportunities tailored to each client's goals. Partner with the Sales team on larger or strategic expansion opportunities. Client Success & Strategy Lead client onboarding and ensure strong early‑campaign performance. Deliver performance insights, recommendations, and best practices. Act as a trusted advisor, helping clients maximize ROI on their campaigns. Cross‑Functional Collaboration Work closely with Sales, Production, and Operations to deliver a seamless client experience. Channel client feedback to internal teams to inform product and service improvements. What You Bring 2+ years of experience in account management, customer success, or client services. A proven track record of retaining and growing client accounts. Strong relationship‑building, communication, and presentation skills. Comfort identifying upsell opportunities and closing incremental business. Organized, proactive, and detail‑oriented with strong follow‑through. Proficiency with CRM tools (e.g., HubSpot, Salesforce) and standard office software. Experience in media, advertising, SaaS, or local services is a plus. #J-18808-Ljbffr Front Porch Atlanta