Customer Success Manager

Position Overview

FRONTSTEPS is elevating our Customer Success program, and we're looking for a talented CSM who's ready to take the next step in their career. This is an opportunity to move beyond reactive support into strategic customer partnership—where you'll be the architect of customer value, the champion who ensures every community we serve extracts maximum benefit from our platform, and the voice that brings customer insights back to shape our product.

If you're hungry to grow your CSM career, energized by driving measurable customer outcomes, and thrive on creating processes that deliver results, this role offers the perfect blend of autonomy and impact to accelerate your professional development.

Essential Functions

• Serve as the trusted advisor and primary point of contact for an assigned book of customers, guiding them on best practices to maximize value from our full software suite and ensuring both their management teams and their residents have an exceptional experience with FRONTSTEPS tools
• Prepare and host Quarterly Business Reviews that demonstrate value, celebrate wins, and align on future goals
• Partner with Implementation during customer onboarding to set clear expectations, then create and execute tailored adoption plans that move customers to confident, full-platform users
• Monitor product usage data and customer health scores to proactively identify opportunities and risks, addressing concerns before they become problems
• Proactively identify at-risk accounts, develop "get well" strategies, and turn customer sentiment around through empathy, action, and results
• Own issue resolution end-to-end, partnering cross-functionally with Support to ensure nothing falls through the cracks
• Identify and surface upsell, cross-sell, and referral opportunities; partner with Sales to achieve expansion revenue targets
• Develop and document repeatable processes for account management and success planning that drive scalable outcomes
• Track all customer interactions, outcomes, and insights in Salesforce with precision and consistency
• Share customer feedback with product, marketing, and leadership teams to influence our roadmap and improve our offerings
• Performs other duties as requested by management
  
  

Skills & Qualifications

• Bachelor's degree (B.S. or B.A.) required
• 1-3 years of experience in a customer-facing role (Customer Success, Account Management, or similar) required
• Strong written and verbal communication skills required
• Process-oriented mindset with strong organizational skills and attention to detail required
• Ability to manage multiple accounts and projects simultaneously is required
• Comfort with data and using metrics to make decisions and prioritize work required
• Solution-focused attitude with resilience when facing challenges required
• Quick learner who is comfortable with technology and SaaS platforms required
• Self-motivated and adaptable with strong initiative required
• Approximately 10% travel required
• 1-2 years of Customer Success Manager experience in a SaaS environment preferred
• Experience with customer onboarding or implementation preferred
• Familiarity with property management, HOA, or real estate technology preferred
• Proficiency with CRM systems (Salesforce preferred) and customer success tools preferred
• Experience working with customer health scores, usage analytics, or retention metrics preferred
• Demonstrated track record of meeting goals related to retention, satisfaction scores, or revenue growth preferred
  
  

Success Metrics

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 & Description

This position will be based full-time out of our FRONTSTEPS' Denver, CO headquarters and pays $59,000 - $70,000 per year.

Benefits For Full Time Roles Include The Following

• Medical, Dental, and Vision
• Company-sponsored Life Insurance
• Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
• FSA/HSA
• Paid Time Off
• Sick Time
• Paid covered employee parking
• 401k match
  
  

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.