Customer Success at Front sits at the center of retention and growth, partnering with customers to make sure Front becomes the system their teams rely on every day. As Senior Manager, Customer Success, you’ll lead a team of CSMs responsible for driving adoption, expansion, and long-term customer outcomes across a portfolio of accounts.

This role is for a people‑first leader who can coach, scale process, and hold a high bar for customer partnership, while also rolling up your sleeves to solve complex situations, influence cross‑functionally, and help shape how we deliver value at Front as we grow.

What will you be doing?
- Lead, coach, and develop a team of Customer Success Managers, setting clear expectations, driving performance, and building a culture of ownership and customer empathy.
- Own retention and expansion outcomes across your team’s book of business, with a strong operational cadence around forecasting, risk management, and pipeline health.
- Partner with Sales on renewals and expansion strategy, ensuring clean handoffs, strong account planning,



and aligned customer narratives.
- Build scalable team processes (QBRs, success planning, health scoring, playbooks) that improve consistency and outcomes without adding unnecessary overhead.
- Operate as an escalation leader for at‑risk accounts, navigating complex stakeholder dynamics and creating recovery plans that rebuild trust.
- Collaborate closely with Support, Product, and Engineering to unblock customers and influence roadmap priorities based on patterns, feedback, and business impact.
- Drive continuous improvement using data, identifying leading indicators, coaching to behaviors, and improving how the team executes across the customer lifecycle.

What skills & experience do you need?
- 7+ years in Customer Success, Account Management, or post‑sales roles in B2B SaaS, including 2+ years managing and scaling high‑performing CS teams.
- Proven track record leading retention and expansion outcomes (rene

📌 Senior Manager, Customer Success (Región Metropolitana)
🏢 frontcareers
📍 Región Metropolitana