Customer Success Manager

Frontsteps•Denver, CO

14d•$59,000 - $70,000•Onsite

About The Position

FRONTSTEPS is elevating our Customer Success program, and we're looking for a talented CSM who's ready to take the next step in their career. This is an opportunity to move beyond reactive support into strategic customer partnership—where you'll be the architect of customer value, the champion who ensures every community we serve extracts maximum benefit from our platform, and the voice that brings customer insights back to shape our product. If you're hungry to grow your CSM career, energized by driving measurable customer outcomes, and thrive on creating processes that deliver results, this role offers the perfect blend of autonomy and impact to accelerate your professional development.

Requirements

Bachelor's degree (B.S. or B.A.) required
1-3 years of experience in a customer-facing role (Customer Success, Account Management, or similar) required
Strong written and verbal communication skills required
Process-oriented mindset with strong organizational skills and attention to detail required
Ability to manage multiple accounts and projects simultaneously is required
Comfort with data and using metrics to make decisions and prioritize work required
Solution-focused attitude with resilience when facing challenges required
Quick learner who is comfortable with technology and SaaS platforms required
Self-motivated and adaptable with strong initiative required
Approximately 10% travel required

Nice To Haves

1-2 years of Customer Success Manager experience in a SaaS environment preferred
Experience with customer onboarding or implementation preferred
Familiarity with property management, HOA, or real estate technology preferred
Proficiency with CRM systems (Salesforce preferred) and customer success tools preferred
Experience working with customer health scores, usage analytics, or retention metrics preferred
Demonstrated track record of meeting goals related to retention, satisfaction scores, or revenue growth preferred

Responsibilities

Serve as the trusted advisor and primary point of contact for an assigned book of customers, guiding them on best practices to maximize value from our full software suite and ensuring both their management teams and their residents have an exceptional experience with FRONTSTEPS tools
Prepare and host Quarterly Business Reviews that demonstrate value, celebrate wins, and align on future goals
Partner with Implementation during customer onboarding to set clear expectations, then create and execute tailored adoption plans that move customers to confident, full-platform users
Monitor product usage data and customer health scores to proactively identify opportunities and risks, addressing concerns before they become problems
Proactively identify at-risk accounts, develop "get well" strategies, and turn customer sentiment around through empathy, action, and results
Own issue resolution end-to-end, partnering cross-functionally with Support to ensure nothing falls through the cracks
Identify and surface upsell, cross-sell, and referral opportunities; partner with Sales to achieve expansion revenue targets
Develop and document repeatable processes for account management and success planning that drive scalable outcomes
Track all customer interactions, outcomes, and insights in Salesforce with precision and consistency
Share customer feedback with product, marketing, and leadership teams to influence our roadmap and improve our offerings
Performs other duties as requested by management