Head of Customer Success and Account Management

Front•Chicago, IL

3d•Hybrid

About The Position

Front is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection. Others handle simple interactions. Front handles the coordination and context behind complex B2B customer relationships. Over 9,000 companies, including Uber Freight, Navan, and Stripe, rely on Front because it's the only one that can run the operational layer that makes customer-facing work actually succeed. Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Built In's 100 Best Midsize Places to Work in SF 2025, Top Places to Work by USA Today 2025, Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™ ,Inc. Magazine's 2022 Best Workplaces list, and Forbes Best Startup Employers 2022 List. Front is looking for a strategic and operationally-minded Head of Customer Success to lead our global renewals and customer success organization. This is a critical leadership role on the revenue team, responsible for managing a ~$100M book of business and driving the strategies that ensure our customers achieve maximum value from our platform. Reporting directly to the CRO, you will own the entire customer lifecycle post-sale, with a primary focus on maximizing customer retention, satisfaction, and expansion. You will be a builder and a leader, responsible for scaling a world-class team, refining our customer journey, and creating a culture of excellence, learning, and customer-centricity. Your work will directly impact our Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Customer NPS, key metrics for our company's success.

Requirements

Proven Leadership: 7-10+ years of experience in Customer Success, Account Management, or a related field within a B2B SaaS environment. Experience in the mid-market space is ideal.
Scaled Teams: A minimum of 3-5 years in a senior leadership role, with a demonstrated track record of managing and scaling global or multi-regional teams, including managing other managers.
Operational Master: Strong operational background with proven success in building processes, developing playbooks, and leveraging technology (e.g., Salesforce, GONG) to create a scalable and efficient CS function.
Commercial Acumen: Deep experience managing a significant book of business (e.g., $50M+ ARR) with a strong command of SaaS metrics and a history of consistently meeting and exceeding renewal and expansion targets.
Cross-Functional Collaborator: Exceptional ability to build strong relationships and collaborate effectively across all internal teams, from the C-suite to individual contributors.
Customer Empathy: A genuine passion for understanding customer needs, solving their problems, and driving their success.
Strategic Thinker: A data-driven leader who can operate at both a strategic and tactical level, with the ability to set a vision and execute on it flawlessly.

Responsibilities

Lead & Scale: Lead, mentor, and scale a global Customer Success organization, fostering a culture of high performance, collaboration, and continuous learning and professional growth.
Drive Revenue Retention: Own the strategy and execution for our renewal business, with the primary goal of achieving world-class gross and net revenue retention rates across our ~$100M customer base.
Architect the Customer Journey: Design and continuously improve the entire customer lifecycle, from onboarding and adoption to value realization and advocacy, ensuring a seamless and valuable experience for all segments.
Fuel Expansion: Collaborate closely with the sales, solutions engineering, and EPD teams to identify and support expansion opportunities (add-ons, upsells), contributing directly to revenue growth.
Operational Excellence: Build and refine the operational foundation of the CS organization. Develop scalable processes, playbooks, and systems to drive efficiency and effectiveness as the company grows.
Be the Voice of the Customer: Serve as the ultimate advocate for our customers internally. Partner with Product, Engineering, Marketing, and Sales to translate customer feedback into actionable insights that drive product innovation and a better customer experience.
Measure Success: Define, track, and report on key performance indicators (KPIs) for the Customer Success team, including NRR, Gross Renewal Rate, CSAT, NPS, and product adoption metrics.

Benefits

Competitive salary
Equity (we are post-series D & backed by some of the best VCs in the US)
Private health insurance, including plan options at no cost to employees
Paid parental leave
Flexible time off policy
Focus Fridays - learn more here!
Flexibility to work from home Mondays and Fridays (unless posted as a full-remote role)
Mental health support with Workplace Options
Family planning support with Maven
$100 per month Lifestyle Stipend to spend on fitness, health and wellness, and other activities
Wellness Days - Fronteers get an additional day off on months with no holidays
Winter Break - Our offices are closed from Christmas to New Year's Day!