Customer Success Manager

Frontsteps•Denver, CO

6d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.