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Front · 1 day ago

Manager, Relationship Management

San Francisco, CA

Full-time

Hybrid

Mid, Senior Level

7+ years exp

Front is the leading AI-powered customer service platform built for collaboration, and they are seeking a Manager of Relationship Management to lead and scale a team of Relationship Managers. This role involves developing strategies for customer engagement, retention, and expansion while ensuring a high level of customer satisfaction and operational excellence.

CollaborationCRMCustomer ServiceSaaSUnified Communications

Growth Opportunities

Responsibilities

Lead and Empower: Recruit, onboard, coach, and develop a high-performing team of Relationship Managers, fostering a culture of excellence, collaboration, and customer-centricity

Develop and Execute Strategy: Define and implement the team's strategy for customer engagement, retention, and expansion. Develop playbooks, set ambitious goals, and establish KPIs to measure success

Drive Commercial Outcomes: Own the team's forecast for renewals and expansion. Guide your team in identifying and executing on growth opportunities within their book of business

Serve as a Leadership-Level Advisor: Act as a point of escalation for critical customer issues and engage directly with executive stakeholders at key accounts to ensure long-term satisfaction and partnership

Champion Operational Excellence: Implement and refine processes for account planning, pipeline management, and reporting to ensure your team operates efficiently and effectively

Collaborate Cross-Functionally: Build strong partnerships with leaders in Sales, Product, Marketing, and Support to create a seamless customer journey and advocate for your team's needs

Be the Voice of the Customer: Synthesize feedback from your team and their customers to provide strategic insights to our Product and Go-To-Market leadership, influencing Front's overall direction

Qualification

Customer SuccessPeople ManagementForecastingStrategic ThinkingB2B SaaS ExperiencePipeline ManagementNegotiationCustomer ObsessedProblem SolverExceptional Communication

Required

7+ years of experience in a customer-facing role such as Customer Success or Account Management preferably in a B2B SaaS environment

2−3+ years of direct people management experience, with a proven track record of hiring, coaching, and developing talent

Deep experience with forecasting, pipeline management, negotiation, and driving outcomes (renewals and upsells)

Inspirational Leader: You know how to motivate a team and create an inclusive environment where people can do their best work

Strategic Thinker: You can see the big picture, translate company objectives into team strategy, and use data to drive decisions and measure results

Exceptional Communicator: Outstanding verbal and written communication skills. You can articulate a clear vision for your team and represent Front credibly to C-suite executives

Customer-Obsessed: A genuine passion for understanding customer needs and ensuring they achieve their business goals. You lead by example in building trusted-advisor relationships

Problem Solver: You are adept at navigating complex customer challenges and coaching your team through creative problem-solving for workflows and use cases