Customer Success Manager

Frontsteps; Denver, Northern (CO, KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Onsite parking

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Unlimited PTO

10 paid holidays

AI tools access

Downtown Denver HQ

Job summary

Frontsteps in Denver seeks a Customer Success professional to own a portfolio of 25–35 mid-market and enterprise partners, driving adoption and renewal.

You will run strategic, ROI-focused meetings, monitor health scores, and guide customers from Go-Live through ongoing success, using Salesforce as the primary data source and AI tools to streamline workflows.

Qualifications

• 1 to 3 years of Customer Success experience.
• A hunter mindset for solutions and urgency.
• An listener who solves by uncovering pain points and guiding to solutions.
• AI fluency: you already use AI daily.
• Exceptional communication with admins and executives.
• Hyper-local to Denver; full-time onsite at our Denver HQ.

Responsibilities

• Own a book of 25 to 35 mid-market and enterprise partners and build deep, high-touch relationships.
• Run monthly strategic meetings and show ROI, on-site where feasible.
• Monitor usage data and health scores to drive adoption and reduce churn risk.
• Teach customers the features they are missing or connect them with the expert.
• Keep customers excited about upcoming roadmap and enhancements.
• Own escalations end to end; drive communications if a case stalls beyond 24 hours.
• Spot expansion opportunities and hand them off to Sales.
• Guide new customers from sales handoff through Go-Live and become their primary contact.
• Work AI-first with our internal tools and leverage AI adoption as an evaluation criterion.
• Keep Salesforce flawless; it is our single source of truth.
• Performs other job duties as requested by management.

Skills

Customer success

Relationship building

Communication

AI fluency

Denver local

Problem solving

Tools

Salesforce

Job description

POSITION OVERVIEW

FRONTSTEPS is the software HOA and community management companies run their businesses on. When you are the operating system for someone’s entire business, the relationship matters as much as the product. That is where you come in. The role: Own a book of 25 to 35 strategic accounts and be the person our customers trust most. Show them features they did not know they had. Connect them to the right expert. Keep them ahead of our roadmap. Make them feel genuinely supported by software they rely on every day. Support keeps our customers running. You make them thrive. Why you’ll love it here: We are AI-forward for real. We build internal AI tools for our own teams, and if it can be automated, we have automated it, so your time goes to customers, not busywork. We work in person at our Denver HQ, where solving a problem means walking across the hall to Product or Sales, not filing a ticket and waiting.

ESSENTIAL FUNCTIONS (What You’ll Actually Do)

• Own a book of 25 to 35 mid-market and enterprise partners and build deep, high-touch relationships.


• Run monthly strategic meetings and that show real ROI, on-site where feasible.


• Monitor usage data and health scores to drive adoption and catch churn risk.


• Teach customers the features they are missing, or connect them with the expert who can.


• Keep customers excited about what is coming on our roadmap.


• Own escalations end to end: when a support case stalls past 24 hours, you drive it and own the communication.


• Spot expansion opportunities and hand them off to Sales.


• Guide new customers from sales handoff through Go-Live, then become their primary point of contact.


• Work AI-first with our internal tools. AI adoption is an evaluation criterion here, not a nice-to-have.


• Keep Salesforce flawless. It is our single source of truth.


• Performs other job duties as requested by management.

SKILLS & QUALIFICATIONS

What You Bring to the Table (Required):

• 1 to 3 years of Customer Success experiencewith a track record of hitting retention goals.


• A hunter mindset for solutions: resilient, high EQ, runs toward complex challenges with urgency.


• A listener who solves: you uncover pain points, get customers to the right solution, and know when to flag a need to Sales.


• AI fluency: you already use AI daily and want to push what it can do.


• Exceptional communication: you build trust with front-line admins and executive sponsors alike.


• Hyper-local to Denver: full-time onsite at our Denver HQ.

What You Bring to the Table (Bonus Points):

• Experience with HOA accounting, HOA software, PropTech, or accounting software.


• Coming from the field? Community managers, HOA accountants, and management company operators looking to cross over into tech are strongly encouraged to apply. You already speak our customers’ language.


• Mastery of Salesforce and modern CS data frameworks.

SUCCESS METRICS (How We Measure Impact)

• Retention: GRR, churn, and risk caught 90 days before renewal.


• Adoption: product usage and feature adoption across your book.


• Engagement: monthly meeting coverage and QBR completion and quality.


• Customer Satisfaction: CSAT and NPS.


• Revenue Contribution: quality expansion opportunities handed to Sales.


• Operational Excellence: Salesforce hygiene, process adherence, and AI adoption.

BENEFITS & PERKS

• Covered monthly parking onsite, paid by FRONTSTEPS.


• Medical, dental, and vision coverage.


• 401(k) retirement plan.


• Unlimited PTO and 10 paid company holidays.


• Variable performance comp tied to retention results.


• Internal AI tools and leading AI platforms so your time goes to customers, not busywork.


• Downtown Denver HQ with direct access to Product, Sales, and executive leadership.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in an in-office setting and routinely uses standard office equipment such as computers, phones, copiers, and scanners.

Physical Demands

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

FRONTSTEPS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Benefits for Full Time roles include the following:

• 100% company paid onsite employee parking


• Medical, Dental, and Vision


• Company-sponsored Life Insurance


• Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance


• FSA/HSA


• Paid Time Off


• Sick Time


• 401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.