Senior Customer Success Manager

frontcareers; Chicago (IL); On-site; USD 90,000 - 150,000; Full time

Job summary

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. As a Senior Customer Success Manager, you will own the post-sale lifecycle for a portfolio of customers, focusing on retention and long-term value realization.

You are proactive, organized, and commercially savvy, driving outcomes rather than waiting for churn signals.

Qualifications

• 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 end-to-end lifecycle for your book of business, driving successful renewals through proactive planning, forecasting, and negotiation
• Build and execute renewal strategies 90–120 days in advance, identifying risks early and partnering cross-functionally to ensure seamless execution
• Develop strong relationships with key stakeholders, aligning on measurable success metrics and desired business outcomes
• Monitor product usage and engagement, proactively addressing adoption gaps to ensure customers realize clear ROI
• Lead business reviews and strategic check-ins to reinforce value, strengthen alignment, and surface growth opportunities
• Identify and mitigate churn risk using data-driven insights, executing mitigation plans and escalating when necessary
• Maintain clear documentation of account health, risks, and blockers while advocating for customer needs and sharing feedback internally

Skills

Customer Success

Account Management

B2B SaaS

Renewals

Contract conversations

Data interpretation

Stakeholder management

Communication

Organization

Job description

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.

What will you be doing?

• Own the end-to-end lifecycle for your book of business, driving successful renewals through proactive planning, forecasting, and negotiation

• Build and execute renewal strategies 90–120 days in advance, identifying risks early and partnering cross-functionally to ensure seamless execution

• Develop strong relationships with key stakeholders, aligning on measurable success metrics and desired business outcomes

• Monitor product usage and engagement, proactively addressing adoption gaps to ensure customers realize clear ROI

• Lead business reviews and strategic check-ins to reinforce value, strengthen alignment, and surface growth opportunities

• Identify and mitigate churn risk using data-driven insights, executing mitigation plans and escalating when necessary

• Maintain clear documentation of account health, risks, and blockers while advocating for customer needs and sharing feedback internally

What skills and experience do you need?

• 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

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