Enterprise Customer Success Manager (Onsite)

POSITION OVERVIEW
FRONTSTEPS builds the operating system for community management -- software that runs HOA accounting, resident communication, operations, and payments for communities across the country. Our customers are property management companies and self-managed HOAs who depend on us to run their business every day. We are growing, PE-backed, and in the middle of a meaningful transformation of how we serve our most strategic customers.

We are looking for an Enterprise Customer Success Manager who is ready to own a portfolio of our highest-value accounts from day one. This is not a role for someone who needs a long runway before they can hold a room with a senior customer. You will inherit a book of complex, tenured relationships and be expected to build trust quickly, drive adoption, and protect and grow revenue.

WHAT YOU WILL OWN
You will carry a portfolio of 12-18 enterprise accounts representing the highest ARR concentration in our customer base.

• Lead monthly strategic meetings and quarterly business reviews with executive-level contacts across your accounts
• Own health score monitoring and risk escalation for every account in your portfolio
• Identify and close expansion opportunities in partnership with Sales
• Serve as the internal voice of your customers to Product and Engineering
• Document account strategy and activity in Salesforce with enough clarity that leadership always knows where things stand
• Performs other duties as requested by management

WHAT WE ARE LOOKING FOR

• Bachelor's degree (B.S. or B.A.) required
• At least four years of customer success experience, with at least two years in an enterprise or strategic accounts role
• Experience managing portfolios of $1M ARR or more -- and the ability to speak specifically to how you protected or grew that revenue
• Comfort presenting to senior operators and executives; you do not need a script to handle a hard conversation
• Strong understanding of SaaS business models, health score management, and proactive risk mitigation
• Experience in property management, HOA software, or community management is a plus
• Based in Denver, CO; occasional travel for on-site QBRs is expected

WHAT YOU CAN EXPECT
You will join a small, senior CS team at a company that is actively investing in what customer success looks like at scale. You will be based in our Denver office, working alongside a cross-functional leadership team. Compensation is commensurate with experience and includes a base salary plus variable compensation tied to gross revenue retention and net revenue retention in your portfolio. Details shared during the interview process.

PAY RANGE & LOCATION

• Location: Full-Time Onsite (Denver, CO Headquarters)
  Compensation: $90,000 - $110,000 Base Salary + $10,000 Variable Performance Comp Potential per year.