Account Manager
About The Position
As an Account Manager at Front, you will own the commercial health and growth of a portfolio of customers. This relationship-driven role involves managing renewals, identifying expansion opportunities, and helping customers get more value from Front over time. You will partner closely with a dedicated Customer Success Manager (CSM). The CSM focuses on product adoption and value realization, while you own the commercial relationship: building trusted relationships with customer stakeholders, navigating complex opportunities, and delivering predictable revenue outcomes. The role suits someone with commercial acumen, customer empathy, and operational rigor.
Requirements
- 3–5 years of experience in Account Management, Customer Success, or a related commercial role; ideally managing and growing a portfolio of SaaS customers.
- A track record of owning revenue outcomes, including renewals, upsell, cross-sell, or expansion in a quota-carrying or metrics-driven environment.
- Ability to build credibility with a range of stakeholders, understand business priorities, and communicate value clearly.
- Strong discovery, negotiation, and problem-solving skills, with the ability to connect customer needs to practical solutions.
- Experience partnering with Customer Success, Support, Product, Services, and other teams to deliver customer and business outcomes.
- Strong organization and attention to detail, with the ability to manage multiple opportunities, timelines, and stakeholders.
- Ability to interpret customer usage, engagement, and health data to prioritize action and make informed commercial decisions.
- Comfort leveraging AI tools and Front’s AI capabilities to improve productivity, identify customer opportunities, and demonstrate value.
- Experience working in B2B SaaS is required.
Nice To Haves
- Experience with customer experience, support, collaboration, or communications products.
Responsibilities
- Manage renewals and expansion opportunities across a portfolio of core customers, from early planning through negotiation and close.
- Identify upsell and cross-sell opportunities, conduct discovery, build business cases, negotiate contracts, and close commercial deals.
- Build relationships with customer stakeholders and understand their goals, challenges, and changing business needs.
- Introduce relevant Front offerings, including AI capabilities such as Autopilot, Professional Services, and premium support, to help customers automate workflows, accelerate time-to-value, and expand their use of Front.
- Collaborate with the mapped Customer Success Manager, using product usage data, health signals, and customer feedback to drive expansion and mitigate churn risk.
- Create and execute account plans that align customer priorities with Front’s capabilities and identify opportunities for long-term growth.
- Maintain accurate CRM records, manage pipeline, forecast renewals and expansion, and track customer and commercial activity.
- Partner with Sales, Support, Product, Marketing, and Services to resolve issues, advocate for customer feedback, and improve the customer experience.
Benefits
- Competitive salary
- Equity
- Private health insurance, including plan options at no cost to employees
- Paid parental leave
- Flexible time off policy
- Flexibility to work from home Monday and Friday, unless posted as a fully remote role
- Mental health support with Workplace Options
- Family planning support with Maven
- $100 per month Lifestyle Stipend for fitness, health and wellness, and other activities
- Wellness Days: an additional day off in months with no holidays
- Winter Break: offices closed from Christmas to New Year's Day
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
