Customer Success Manager - Tech Touch
This role drives product adoption and expansion among self-serve SaaS customers through consultative engagement, premium-feature trials, and strategic upselling. It requires 1–2 years of customer-facing experience, strong communication skills, and the ability to build processes in a growing function.
About the job
Responsibilities
- Develop deep expertise in Front’s product suite, including advanced features and higher-tier plans.
- Proactively engage unmanaged self-serve accounts to identify usage patterns, pain points, and product-adoption opportunities.
- Provide tailored advice to help customers optimize Front for their business needs.
- Enable and manage free trials of premium features.
- Convert trial users and engaged accounts to higher-tier plans through strategic upselling.
- Build relationships with key stakeholders to support customer satisfaction and retention.
- Gather customer insights and share feedback with product and marketing teams.
- Collaborate with support, billing, and operations teams on escalations and campaigns.
Requirements
- 1–2 years of customer-facing consulting, sales, support, implementation, or product experience.
- Experience preferably at a SaaS company with complex workflow or automation products.
- Ability to work independently and collaboratively in a technology or startup environment.
- Strong verbal and written communication skills, including the ability to teach complicated concepts.
- Builder’s mindset and enthusiasm for developing processes through trial and error.
Nice to Have
- Working knowledge of email, ticketing systems, SMS, CRMs, IDPs, ERPs, and ETL.
- Experience with Zendesk, Intercom, or Salesforce Service Desk.
Compensation and Benefits
- Competitive salary.
- Fully covered medical, dental, and vision insurance.
- Generous paid time off.
- Mental health support through Workplace Options.
- Family planning support through Maven.
- Monthly lifestyle stipend for fitness, health, wellness, and other activities.
- Monthly teleworking allowance for Wi-Fi, equipment, and cell data.
- Additional Wellness Days during months with no holidays.
- Summer Break, with offices closed from Christmas through New Year’s Day.
Skills
SaaS, Product Adoption, Customer Engagement, Consultative Selling, Upselling, Email, Zendesk, Intercom, Salesforce Service Desk, Sms, Crms, Idps, Erps, ETL
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