Manager, Relationship Management

Front • San Francisco, CA

71d

About The Position

Front is the leading AI-powered customer service platform built for collaboration. Front brings core support channels into a modern, intuitive workspace where teams can collaborate on requests, automate manual processes, and delight customers across their entire lifecycle. Front’s flexible workflows, AI features, and customer intelligence provide the efficiency and insights to keep entire organizations customer-first, every day. More than 9,000 of the most innovative companies worldwide including CultureAmp, HootSuite, and Y Combinator use Front to deliver five-star service at scale. We’re looking for a leader responsible for building and scaling a team of world-class SMB and Mid-Market Relationship Managers. You are a "player-coach" at heart—someone who loves to develop people, refine processes, and drive strategy, while also being able to roll up your sleeves and engage directly with our most strategic customers. You will be responsible for your team's performance, focusing on driving best-in-class customer retention, expansion, and advocacy. Your leadership will directly impact your team's ability to build deep, advisory relationships and ensure our customers realize the full value of Front.

Requirements

• 7+ years of experience in a customer-facing role such as Customer Success or Account Management preferably in a B2B SaaS environment.
• 2−3+ years of direct people management experience, with a proven track record of hiring, coaching, and developing talent.
• Preferred experience leading on multi-SKU and technical products.
• Deep experience with forecasting, pipeline management, negotiation, and driving outcomes (renewals and upsells).
• Inspirational Leader: You know how to motivate a team and create an inclusive environment where people can do their best work.
• Strategic Thinker: You can see the big picture, translate company objectives into team strategy, and use data to drive decisions and measure results.
• Exceptional Communicator: Outstanding verbal and written communication skills. You can articulate a clear vision for your team and represent Front credibly to C-suite executives.
• Customer-Obsessed: A genuine passion for understanding customer needs and ensuring they achieve their business goals. You lead by example in building trusted-advisor relationships.
• Problem Solver: You are adept at navigating complex customer challenges and coaching your team through creative problem-solving for workflows and use cases.

Responsibilities

• Recruit, onboard, coach, and develop a high-performing team of Relationship Managers, fostering a culture of excellence, collaboration, and customer-centricity.
• Define and implement the team's strategy for customer engagement, retention, and expansion. Develop playbooks, set ambitious goals, and establish KPIs to measure success.
• Own the team's forecast for renewals and expansion. Guide your team in identifying and executing on growth opportunities within their book of business.
• Act as a point of escalation for critical customer issues and engage directly with executive stakeholders at key accounts to ensure long-term satisfaction and partnership.
• Implement and refine processes for account planning, pipeline management, and reporting to ensure your team operates efficiently and effectively.
• Build strong partnerships with leaders in Sales, Product, Marketing, and Support to create a seamless customer journey and advocate for your team's needs.
• Synthesize feedback from your team and their customers to provide strategic insights to our Product and Go-To-Market leadership, influencing Front's overall direction.

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
• Flexibility to work from home 3 days/week (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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees