Customer Success Manager

• Own a book of 25 to 35 mid-market and enterprise partners and build deep, high-touch relationships.
• Run monthly strategic meetings and that show real ROI, on-site where feasible.
• Monitor usage data and health scores to drive adoption and catch churn risk.
• Teach customers the features they are missing, or connect them with the expert who can.
• Keep customers excited about what is coming on our roadmap.
• Own escalations end to end: when a support case stalls past 24 hours, you drive it and own the communication.
• Spot expansion opportunities and hand them off to Sales.
• Guide new customers from sales handoff through Go-Live, then become their primary point of contact.
• Work AI-first with our internal tools. AI adoption is an evaluation criterion here, not a nice-to-have.
• Keep Salesforce flawless. It is our single source of truth.
• Performs other job duties as requested by management.

• 1 to 3 years of Customer Success experience with a track record of hitting retention goals.
• A hunter mindset for solutions: resilient, high EQ, runs toward complex challenges with urgency.
• A listener who solves: you uncover pain points, get customers to the right solution, and know when to flag a need to Sales.
• AI fluency: you already use AI daily and want to push what it can do.
• Exceptional communication: you build trust with front-line admins and executive sponsors alike.
• Hyper-local to Denver: full-time onsite at our Denver HQ.

• Experience with HOA accounting, HOA software, PropTech, or accounting software.
• Coming from the field? Community managers, HOA accountants, and management company operators looking to cross over into tech are strongly encouraged to apply. You already speak our customers’ language.
• Mastery of Salesforce and modern CS data frameworks.

• Retention: GRR, churn, and risk caught 90 days before renewal.
• Adoption: product usage and feature adoption across your book.
• Engagement: monthly meeting coverage and QBR completion and quality.
• Customer Satisfaction: CSAT and NPS.
• Revenue Contribution: quality expansion opportunities handed to Sales.
• Operational Excellence: Salesforce hygiene, process adherence, and AI adoption.

• Covered monthly parking onsite, paid by FRONTSTEPS.
• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Unlimited PTO and 10 paid company holidays.
• Variable performance comp tied to retention results.
• Internal AI tools and leading AI platforms so your time goes to customers, not busywork.
• Downtown Denver HQ with direct access to Product, Sales, and executive leadership.

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

· 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.