Enterprise Customer Success Manager

Frontsteps • Denver, CO

8d • Onsite

About The Position

FRONTSTEPS builds the operating system for community management -- software that runs HOA accounting, resident communication, operations, and payments for communities across the country. Our customers are property management companies and self-managed HOAs who depend on us to run their business every day. We are growing, PE-backed, and in the middle of a meaningful transformation of how we serve our most strategic customers. We are looking for an Enterprise Customer Success Manager who is ready to own a portfolio of our highest-value accounts from day one. This is not a role for someone who needs a long runway before they can hold a room with a senior customer. You will inherit a book of complex, tenured relationships and be expected to build trust quickly, drive adoption, and protect and grow revenue.

Requirements

• Bachelor's degree (B.S. or B.A.) required.
• At least four years of customer success experience, with at least two years in an enterprise or strategic accounts role.
• Experience managing portfolios of $1M ARR or more -- and the ability to speak specifically to how you protected or grew that revenue.
• Comfort presenting to senior operators and executives; you do not need a script to handle a hard conversation.
• Strong understanding of SaaS business models, health score management, and proactive risk mitigation.
• Based in Denver, CO; occasional travel for on-site QBRs is expected.

Nice To Haves

• Experience in property management, HOA software, or community management is a plus.

Responsibilities

• Carry a portfolio of 12-18 enterprise accounts representing the highest ARR concentration in our customer base.
• Lead monthly strategic meetings and quarterly business reviews with executive-level contacts across your accounts.
• Own health score monitoring and risk escalation for every account in your portfolio.
• Identify and close expansion opportunities in partnership with Sales.
• Serve as the internal voice of your customers to Product and Engineering.
• Document account strategy and activity in Salesforce with enough clarity that leadership always knows where things stand.
• Performs other duties as requested by management.

Benefits

• 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
• Paid covered employee parking
• 401k match

What This Job Offers

• Job Type: Full-time
• Career Level: Senior