Customer Success Manager

POSITION OVERVIEW

At FRONTSTEPS, we seek a Customer Success Manager who is not content with passive account management or routine support. We are looking for someone who sees themselves as a seamless extension of our partners' businesses, dedicated to their operational success. This role requires an operator who is hungry, humble, and smart, working in our high-collaboration, in-person culture in Denver.

ESSENTIAL FUNCTIONS

• Build deep, high-touch relationships with an assigned book of mid-market B2B partners, integrating yourself into their daily operational workflows.
• Natively monitor product usage data and health scores to identify expansion opportunities and proactively mitigate churn risks.
• When a partner hits a friction point, take end-to-end ownership, collaborating with Support, Product, and Engineering teams to build immediate, elegant solutions.
• Prepare and execute strategic business reviews demonstrating concrete ROI, celebrating mutual wins, and mapping out long-term software adoption tracks.
• Cook up and execute onboarding coordination with the Implementation team to transition new accounts into confident, fully optimized power users.
• Document customer interactions, strategic plans, and insights in Salesforce with precision, ensuring leadership has flawless, real-time visibility into account health.

SKILLS & QUALIFICATIONS

• Required:
• 1 - 3 Years of Direct B2B Customer Success or Strategic Account Management Experience
• A "Hunter" Mindset for Solutions: Resilient, high EQ, and proactive in addressing complex client challenges.
• Commercial Wit: Uncovering core pain points and aligning them with expansion, cross-sell, or upsell opportunities.
• Exceptional Communication & Relationship Skills: Building trust with front-line administrators and executive sponsors.
• Hyper-Local to Denver: Ability to work full-time, onsite at our Denver HQ.
• Bonus Points:
• Direct experience in PropTech, Real Estate Tech, or Property Management/HOA software platforms.
• Experience managing a book of business valued at $500k+ in ARR with verifiable Net Revenue Retention (NRR) metrics.
• Mastery of Salesforce and modern Customer Success data frameworks.

SUCCESS METRICS

• Retention: Performance against churn reduction and retention goals for your book of business.
• Adoption: Product usage and feature adoption rates within your communities.
• Customer Satisfaction: CSAT and NPS scores reflecting the quality of your partnerships.
• Revenue Contribution: Achievement of upsell, cross-sell, and referral targets.
• Operational Excellence: Consistent, high-quality Salesforce documentation and process adherence.

PAY RANGE & LOCATION

• Location: Full-Time Onsite (Denver, CO Headquarters)
• Compensation: $65,000 - $85,000 Base Salary + $10,000 Variable Performance Comp Potential per year.