Customer Success Manager

Job Description

Job Description

POSITION OVERVIEW
At FRONTSTEPS, we don't believe in passive account management or glorified customer support. We are looking for a high-velocity, solution-driven Customer Success Manager who wants to do more than close tickets and chase case-closure metrics. We want an Embedded Consultant—someone who views themselves as a seamless extension of our partners’ businesses, dedicated to their operational victory.

 
This role is for an operator who is hungry, humble, and smart. Our major market differentiator is our high-collaboration, in-person culture at our Denver headquarters. We don't hide behind automated ticketing processes or avoid hard conversations out of a fear of failure. Instead, we collaborate face-to-face, walk across the hall to solve problems cross-functionally with Product and Sales, and drive immediate results.

 
ESSENTIAL FUNCTIONS (What You’ll Actually Do)

• Build deep, high-touch relationships with an assigned book of mid-market B2B partners, speaking their language and integrating yourself into their daily operational workflows.
• Own your book of business holistically. Natively monitor product usage data and health scores to identify expansion opportunities and proactively mitigate churn risks before they surface.
• When a partner hits a friction point, you don't just route an email. You take end-to-end ownership, collaborating in-person with our Support, Product, and Engineering teams to build immediate, elegant solutions.
• Move past standard status updates. Prepare and execute strategic business reviews that demonstrate concrete ROI, celebrate mutual wins, and map out long-term software adoption tracks.
• Coordinate closely with our Implementation team during onboarding to transition new accounts into confident, fully optimized power users of the FRONTSTEPS suite.
• Document customer interactions, strategic plans, and insights in Salesforce with precision, ensuring leadership has flawless, real-time visibility into account health.
• Performs other job duties as requested by management.

• 1 - 3 Years of Direct B2B Customer Success or Strategic Account Management Experience: You have a proven track record managing business accounts and hitting retention goals in a fast-paced environment.
• A "Hunter" Mindset for Solutions: You are resilient, possess a high EQ, and actively run toward complex client challenges with a sense of extreme urgency.
• Commercial Wit: You know how to uncover a client's core pain points and naturally align them with expansion, cross-sell, or upsell opportunities that support their growth.
• Exceptional Communication & Relationship Skills: You can navigate multi-layered organizations, building trust with front-line administrators and executive sponsors alike.
• Hyper-Local to Denver: Ability to work full-time, onsite at our Denver HQ to participate in the high-energy, cross-functional collaboration that drives our business forward.

• Direct experience in PropTech, Real Estate Tech, or Property Management/HOA software platforms.
• Experience managing a book of business valued at $500k+ in ARR with verifiable Net Revenue Retention (NRR) metrics.
• Mastery of Salesforce and modern Customer Success data frameworks.

• Retention: Performance against churn reduction and retention goals for your book of business.
• Adoption: Product usage and feature adoption rates within your communities.
• Customer Satisfaction: CSAT and NPS scores that reflect the quality of your partnerships.
• Revenue Contribution: Achievement of upsell, cross-sell, and referral targets.
• Operational Excellence: Consistent, high-quality Salesforce documentation and process adherence.

• Location: Full-Time Onsite (Denver, CO Headquarters)
  Compensation: $65,000 - $85,000 Base Salary + $10,000 Variable Performance Comp Potential per year.

Benefits for Full Time roles include the following:

· 100% company paid onsite employee parking

· Medical, Dental, and Vision

· Company-sponsored Life Insurance

· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance

· FSA/HSA

· Paid Time Off

· Sick Time

· Paid covered employee parking

· 401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.

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