Customer Success Manager - Tech Touch

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 https://builtin.com/awards/san-francisco/2025/best-midsize-places-to-work?utm_campaign=bptw-2025&utm_content=article&utm_medium=website&utm_source=editorial, Top Places to Work by USA Today 2025 https://topworkplaces.com/company/front/, Y Combinator's list of Top Companies in 2023 https://www.ycombinator.com/topcompanies, #4 on Fortune’s Best Workplaces in the Bay Area™ https://www.greatplacetowork.com/best-workplaces/bay-area/2022?category=small-and-medium ,Inc. Magazine's 2022 Best Workplaces list https://www.inc.com/best-workplaces/2022, and Forbes Best Startup Employers 2022 List https://www.forbes.com/lists/americas-best-startup-employers/?sh=661411d52ad7. Read more about Front's expansion into Chile https://blog.investchile.gob.cl/front-expands-in-chile! Front is looking for a Growth Specialist to join our world-class Go-To-Market organization. As a Growth Specialist, you will develop deep knowledge of Front’s core product capabilities and leverage that expertise to provide customer value through scaled campaigns and 1:1 consultations. You will collaborate closely with product, marketing, data, and revenue teams and play a critical role in shaping how we execute a hybrid motion in our self-serve customer segment. In this role, you will be a key player in driving product adoption and revenue growth by engaging with our self-serve customers. Your primary focus will be to identify opportunities to enhance product usage, facilitate free trials of premium features, and ultimately guide accounts towards upgrading to higher-tier plans. This role is ideal for someone who is passionate about understanding product intricacies, has a knack for customer engagement, a genuine interest in solving complex problems, and excels at strategic upselling. Additionally, you will be successful in this role if you have a bias for action, can operate with agility without sacrificing quality, have an insatiable appetite for learning all things product, and can manage multiple initiatives with a clear organizational sense. We’re all about growth and career mobility at Front. Whether you want to specialize in the self-serve segment or move onto the next great role, the time you spend as a growth specialist will prepare you for any role where your knowledge of our customer base and how they use the product will set you up for success, such as Account Executive, Relationship Manager, Onboarding Manager, Solutions Engineer, or Solutions Architect. What will you be doing? - Product Expertise: Develop a deep understanding of Front’s product suite, including advanced features and benefits of higher-tier plans, to effectively communicate value to self-serve accounts. - Customer Engagement: Proactively reach out to unmanaged self-serve accounts to identify usage patterns, pain points, and opportunities for enhanced product engagement. - Consultative Approach: Provide tailored advice and recommendations to accounts on how to optimize their use of Front’s features to better meet their business needs. - Facilitate Trials: Enable and manage free trials for premium features, ensuring a seamless experience and demonstrating the value of higher-tier plans. - Upselling Strategy: Implement strategies to convert trial users and engaged accounts to upgrade to higher-tier plans, driving revenue growth. - Relationship Building: Cultivate strong relationships with key stakeholders within self-serve accounts to foster long-term customer satisfaction and retention. - Feedback Loop: Gather and relay insights from customer interactions to the product and marketing teams to inform product development and promotional strategies. - Cross-functional Collaboration: Work with other teams - support, billing, operations - to manage escalations and staff for campaigns. What skills and experience do you need? - 1-2 years of customer-facing consulting, sales, support, implementation, or product experience, preferably at a SaaS company with complex workflow or automation products (think Mulesoft, Zapier, Workato, Tray.io http://Tray.io, ServiceNow, Salesforce, etc) - Proven ability to work independently and as part of a team, preferably in a tech or start-up environment. - Ability to communicate and teach complicated concepts verbally and in writing. - Builder’s mindset - as a growing function, processes aren’t always defined, you should be excited to pave new roads through trial and error. - Bonus: A working knowledge of relevant technologies, including Email, Ticketing Systems (Zendesk, Intercom, Salesforce Service Desk), SMS, CRMs, IDPs, ERPs, & ETL. This role is hybrid, expected to come in the office each Tuesday, Wednesday, and Thursday to collaborate and stay connected. What we offer - Competitive salary - Fully covered health insurance - medical, dental and vision - Generous paid time off - Mental health support with Workplace Options - Family planning support with Maven - Monthly Lifestyle Stipend to spend on fitness, health and wellness, and other activities - Monthly Teleworking Allowance to be used towards Wi-Fi, equipment, cell data, etc. - Wellness Days - Fronteers get an additional day off on months with no holidays - Summer 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 https://front.com/legal/california-recruiting-privacy-notice & EU Privacy Notice https://front.com/legal/eu-recruiting-privacy-notice