Enterprise Customer Success Manager
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.
Benefits for Full Time roles include the following:
· 100% company paid onsite employee parking
· 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.