Customer Success Manager
POSITION OVERVIEWFRONTSTEPS 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 FUNCTIONSServe 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 toolsPrepare and host Quarterly Business Reviews that demonstrate value, celebrate wins, and align on future goalsPartner with Implementation during customer onboarding to set clear expectations, then create and execute tailored adoption plans that move customers to confident, full-platform usersMonitor product usage data and customer health scores to proactively identify opportunities and risks, addressing concerns before they become problemsProactively identify at-risk accounts, develop "get well" strategies, and turn customer sentiment around through empathy, action, and resultsOwn issue resolution end-to-end, partnering cross-functionally with Support to ensure nothing falls through the cracksIdentify and surface upsell, cross-sell, and referral opportunities; partner with Sales to achieve expansion revenue targetsDevelop and document repeatable processes for account management and success planning that drive scalable outcomesTrack all customer interactions, outcomes, and insights in Salesforce with precision and consistencyShare customer feedback with product, marketing, and leadership teams to influence our roadmap and improve our offeringsPerforms other duties as requested by managementSKILLS & QUALIFICATIONSBachelor's degree (B.S. or B.A.) required1-3 years of experience in a customer-facing role (Customer Success, Account Management, or similar) requiredStrong written and verbal communication skills requiredProcess-oriented mindset with strong organizational skills and attention to detail requiredAbility to manage multiple accounts and projects simultaneously is requiredComfort with data and using metrics to make decisions and prioritize work requiredSolution-focused attitude with resilience when facing challenges requiredQuick learner who is comfortable with technology and SaaS platforms requiredSelf-motivated and adaptable with strong initiative requiredApproximately 10% travel required1-2 years of Customer Success Manager experience in a SaaS environment preferredExperience with customer onboarding or implementation preferredFamiliarity with property management, HOA, or real estate technology preferredProficiency with CRM systems (Salesforce preferred) and customer success tools preferredExperience working with customer health scores, usage analytics, or retention metrics preferredDemonstrated track record of meeting goals related to retention, satisfaction scores, or revenue growth preferredSuccess MetricsPerformance in this role will be measured by:Retention: Performance against churn reduction and retention goals for your book of businessAdoption: Product usage and feature adoption rates within your communitiesCustomer Satisfaction: CSAT and NPS scores that reflect the quality of your partnershipsRevenue Contribution: Achievement of upsell, cross-sell, and referral targetsOperational Excellence: Consistent, high-quality Salesforce documentation and process adherencePAY RANGE & DESCRIPTIONThis 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