Customer Success Manager

POSITION OVERVIEW
At FRONTSTEPS, we don't believe in passive account management or glorified customer support. We are looking for a high-velocity, solution-driven Customer Success Manager who wants to do more than close tickets and chase case-closure metrics. We want an Embedded Consultant—someone who views themselves as a seamless extension of our partners’ businesses, dedicated to their operational victory.

This role is for an operator who is hungry, humble, and smart. Our major market differentiator is our high-collaboration, in-person culture at our Denver headquarters. We don't hide behind automated ticketing processes or avoid hard conversations out of a fear of failure. Instead, we collaborate face-to-face, walk across the hall to solve problems cross-functionally with Product and Sales, and drive immediate results.

ESSENTIAL FUNCTIONS (What You’ll Actually Do)

• Build deep, high-touch relationships with an assigned book of mid-market B2B partners, speaking their language and integrating yourself into their daily operational workflows.
• Own your book of business holistically. Natively monitor product usage data and health scores to identify expansion opportunities and proactively mitigate churn risks before they surface.
• When a partner hits a friction point, you don't just route an email. You take end-to-end ownership, collaborating in-person with our Support, Product, and Engineering teams to build immediate, elegant solutions.
• Move past standard status updates. Prepare and execute strategic business reviews that demonstrate concrete ROI, celebrate mutual wins, and map out long-term software adoption tracks.
• Coordinate closely with our Implementation team during onboarding to transition new accounts into confident, fully optimized power users of the FRONTSTEPS suite.
• Document customer interactions, strategic plans, and insights in Salesforce with precision, ensuring leadership has flawless, real-time visibility into account health.
• Performs other job duties as requested by management.

SKILLS & QUALIFICATIONS
What You Bring to the Table (Required):

• 1 - 3 Years of Direct B2B Customer Success or Strategic Account Management Experience: You have a proven track record managing business accounts and hitting retention goals in a fast-paced environment.
• A "Hunter" Mindset for Solutions: You are resilient, possess a high EQ, and actively run toward complex client challenges with a sense of extreme urgency.
• Commercial Wit: You know how to uncover a client's core pain points and naturally align them with expansion, cross-sell, or upsell opportunities that support their growth.
• Exceptional Communication & Relationship Skills: You can navigate multi-layered organizations, building trust with front-line administrators and executive sponsors alike.
• Hyper-Local to Denver: Ability to work full-time, onsite at our Denver HQ to participate in the high-energy, cross-functional collaboration that drives our business forward.

What You Bring to the Table (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 (How We Measure Impact)
Performance in this role will be measured by:

• 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 that reflect 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 - $75,000 Base Salary + $10,000 Variable Performance Comp Potential per year.