Customer Success Manager

Frontsteps•Denver, CO

11d•Onsite

About The Position

FRONTSTEPS is elevating its Customer Success program and seeking a talented Customer Success Manager (CSM) to advance their career. This role focuses on strategic customer partnerships, aiming to maximize customer value from the FRONTSTEPS platform and bring customer insights back to influence product development. The ideal candidate is eager to grow in their CSM career, motivated by driving measurable customer outcomes, and skilled in creating effective processes. This position offers autonomy and impact for 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

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.