Senior Customer Success Manager

Front • Chicago, IL

1d

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.
As a Senior Customer Success Manager, you will be the primary post-sale partner for a portfolio of B2B customers. Your focus will be retention and long-term value realization — ensuring customers adopt, engage, and renew with confidence.
You are proactive, organized, and commercially savvy. You don’t wait for churn signals — you anticipate them. You don’t just manage accounts — you drive outcomes.

Requirements

• 3-5 years in Customer Success, Account Management, or a similar client-facing role in a B2B SaaS environment
• Proven experience owning renewals and retention metrics
• Strong commercial instincts and comfort leading contract conversations
• Ability to interpret usage data and translate it into action
• Excellent communication and stakeholder management skills
• Highly organized with strong attention to detail

Responsibilities

• Own the Renewal Lifecycle
• Manage the end-to-end renewal process for your book of business
• Build and execute renewal plans 90–120 days ahead of contract expiration
• Accurately forecast renewals and identify risks early
• Lead renewal conversations and negotiate within defined guidelines
• Partner cross-functionally to ensure seamless contract execution
• Drive Customer Value & Adoption
• Develop strong relationships with key stakeholders and decision-makers
• Align customer goals with measurable success metrics
• Monitor product usage and proactively address adoption gaps
• Lead business reviews and strategic check-ins
• Ensure customers clearly understand and realize ROI
• Identify & Mitigate Risk
• Proactively identify churn risk using engagement and usage data
• Develop and execute mitigation plans
• Escalate strategically when needed and mobilize internal resources
• Maintain clear documentation of account health and blockers
• Be the Voice of the Customer
• Share product feedback and customer insights with internal teams
• Advocate for customer needs while balancing company priorities
• Contribute to improving customer lifecycle processes as we scale

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees