Growth & Retention Lead, Customer Success

Front; Santiago; Híbrido; CLP 115.496.000 - 173.244.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Fully covered health insurance - med,

Dental and vision

Generous paid time off

Mental health support

Family planning support

Monthly Lifestyle Stipend

Teleworking Allowance

Wellness Days

Summer Break

Descripción de la vacante

Front is seeking a Senior Manager of Customer Success in a hybrid role in Santiago. You will lead a team of Customer Success Managers responsible for driving adoption, retention, and expansion across a portfolio of accounts.

You will own forecasting, risk management, and scalable processes while partnering with Sales to maximize renewals. Strong leadership and data‑driven decision making are essential to succeed as the business scales.

Formación

• 7+ years in Customer Success, Account Management, or post‑sales roles in B2B SaaS.
• 2+ years managing and scaling high‑performing CS teams.
• Proven track record leading retention and expansion (renewals, churn, upsell).
• Strong coaching and leadership skills with clear feedback and development.
• Experience building operational rigor: forecasting, health metrics, playbooks, cadences.
• Excellent communication and stakeholder management across senior leadership.
• Comfort with ambiguity and driving execution as the business scales.

Responsabilidades

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations and a culture of ownership.
• Own retention and expansion outcomes with forecasting, risk management, and pipeline health.
• Partner with Sales on renewals and expansion strategy with clean handoffs and account planning.
• Build scalable team processes (QBRs, success planning, health scoring, playbooks).
• Escalation leader for at‑risk accounts to navigate complex stakeholder dynamics and recovery plans.
• Collaborate with Support, Product, and Engineering to unblock customers and influence roadmap priorities.
• Drive continuous improvement using data and leading indicators to improve execution.

Conocimientos

Leadership

Coaching

Forecasting

Stakeholder management

Analytical thinking

Retention strategy

Execution under scale

Descripción del empleo

Front is seeking a Senior Manager of Customer Success in a hybrid role in Santiago. You will lead a team of Customer Success Managers responsible for driving adoption, retention, and expansion across a portfolio of accounts.

You will own forecasting, risk management, and scalable processes while partnering with Sales to maximize renewals. Strong leadership and data‑driven decision making are essential to succeed as the business scales.