Account Manager Chicago, IL

FrontApp Inc.; Chicago (IL); Hybride; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Equity

Private health insurance

Paid parental leave

Flexible time off

Work-from-home Fridays and Mondays

Mental health support

Family planning support

Lifestyle stipend $100/mo

Wellness days

Winter break

Résumé du poste

Front is the customer operations platform relied upon by 9,000+ companies. As an Account Manager, you will own renewals, uncover expansion opportunities, and help customers maximize Front’s value over time.

You will partner with a dedicated CSM to manage the commercial relationship and ensure predictable revenue outcomes. This role emphasizes commercial acumen, customer empathy, and operational rigor, with a hybrid model in the US.

Qualifications

• 3–5 years in Account Management, Customer Success, or a related commercial role.
• Proven track record of owning renewals and expansions for SaaS customers.
• Ability to build credibility with multiple stakeholders and communicate value clearly.
• Strategic, consultative approach with strong discovery and negotiation skills.
• Experience partnering with various teams to drive customer and business outcomes.
• Excellent organizational skills with the ability to manage multiple opportunities and timelines.
• Data fluency to interpret usage and health data for decisions.
• Comfort using AI tools and Front’s AI capabilities to improve productivity.
• Experience in B2B SaaS environments is required.

Responsabilités

• Own the commercial lifecycle: renewals and expansions across a portfolio.
• Drive revenue growth through upsell and cross-sell opportunities.
• Build trusted relationships with customer stakeholders and understand their goals.
• Position Front’s broader value, including AI capabilities, to expand usage.
• Collaborate with your mapped Customer Success Manager to drive expansion and mitigate churn.
• Lead strategic account planning aligning customer priorities with Front’s capabilities.
• Maintain accurate CRM records, forecast renewals, and track activity.
• Work cross-functionally with Sales, Support, Product, Marketing, and Services.

Connaissances

Account management

Commercial acumen

Customer relationships

Strategic thinking

Cross-functional collaboration

Operational rigor

Data fluency

AI fluency

SaaS experience

Description du poste

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 accolades, including a Certified Great Place to Work in 2026, 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 an Account Manager at Front, you will own the commercial health and growth of a portfolio of customers. This is a relationship-driven role where you’ll manage renewals, uncover expansion opportunities, and help customers get more value from Front over time.

You’ll partner closely with a dedicated Customer Success Manager (CSM). While the CSM focuses on product adoption and value realization, you will own the commercial relationship—building trusted relationships with customer stakeholders, navigating complex opportunities, and delivering predictable revenue outcomes. This role is a great fit for someone who combines commercial acumen, customer empathy, and operational rigor.

What will you be doing?

• Own the commercial lifecycle: Manage renewals and expansion opportunities across a portfolio of core customers, from early planning through negotiation and close.

• Drive revenue growth: Identify upsell and cross-sell opportunities, run thoughtful discovery, build business cases, negotiate contracts, and close commercial deals.

• Build trusted customer relationships: Develop strong relationships with customer stakeholders and understand their goals, challenges, and evolving business needs.

• Position Front’s broader value: Introduce AI capabilities like Autopilot, Professional Services, premium support, and other relevant offerings to help customers automate workflows, accelerate time-to-value, and expand their use of Front.

• Partner with Customer Success: Collaborate closely with your mapped CSM to use product usage data, health signals, and customer feedback to drive expansion and mitigate churn risk.

• Lead strategic account planning: Create and execute account plans that align customer priorities with Front’s capabilities and identify paths to long-term growth.

• Maintain operational excellence: Keep accurate CRM records, manage pipeline, forecast renewals and expansion, and consistently track customer and commercial activity.

• Collaborate cross-functionally: Partner with Sales, Support, Product, Marketing, and Services to resolve issues, advocate for customer feedback, and improve the customer experience.

What skills and experience do you need?

• Experience: 3–5 years in Account Management, Customer Success, or a related commercial role, ideally managing and growing a portfolio of SaaS customers.

• Commercial acumen: A track record of owning revenue outcomes, including renewals, upsell, cross-sell, or expansion in a quota-carrying or metrics-driven environment.

• Customer relationship skills: Ability to build credibility with a range of stakeholders, understand business priorities, and communicate value clearly.

• Strategic and consultative approach: Strong discovery, negotiation, and problem‑solving skills, with the ability to connect customer needs to practical solutions.

• Cross-functional collaboration: Experience partnering with Customer Success, Support, Product, Services, and other teams to deliver customer and business outcomes.

• Operational rigor: Strong organization and attention to detail, with the ability to manage multiple opportunities, timelines, and stakeholders without losing momentum.

• Data fluency: Ability to interpret customer usage, engagement, and health data to prioritize action and make informed commercial decisions.

• AI fluency: Comfort leveraging AI tools and Front’s AI capabilities to improve productivity, identify customer opportunities, and demonstrate value.

• SaaS experience: Experience working in B2B SaaS is required; experience with customer experience, support, collaboration, or communications products is a plus.

Front operates on a hybrid model — we come together in the office each Tuesday, Wednesday, and Thursday to collaborate and stay connected.

What we offer

• 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 Monday and Friday, unless posted as a fully 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!

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice