Customer Success Manager - FRONTSTEPS

POSITION OVERVIEW

FRONTSTEPS is the software HOA and community management companies run their businesses on. When you are the operating system for someone’s entire business, the relationship matters as much as the product. That is where you come in.

The role: Own a book of 25 to 35 strategic accounts and be the person our customers trust most. Show them features they did not know they had. Connect them to the right expert. Keep them ahead of our roadmap. Make them feel genuinely supported by software they rely on every day. Support keeps our customers running. You make them thrive.

Why you’ll love it here: We are AI-forward for real. We build internal AI tools for our own teams, and if it can be automated, we have automated it, so your time goes to customers, not busywork. We work in person at our Denver HQ, where solving a problem means walking across the hall to Product or Sales, not filing a ticket and waiting.

ESSENTIAL FUNCTIONS (What You’ll Actually Do)

• Own a book of 25 to 35 mid-market and enterprise partners and build deep, high-touch relationships.
• Run monthly strategic meetings and that show real ROI, on-site where feasible.
• Monitor usage data and health scores to drive adoption and catch churn risk.
• Teach customers the features they are missing, or connect them with the expert who can.
• Keep customers excited about what is coming on our roadmap.
• Own escalations end to end: when a support case stalls past 24 hours, you drive it and own the communication.
• Spot expansion opportunities and hand them off to Sales.
• Guide new customers from sales handoff through Go-Live, then become their primary point of contact.
• Work AI-first with our internal tools. AI adoption is an evaluation criterion here, not a nice-to-have.
• Keep Salesforce flawless. It is our single source of truth.
• Performs other job duties as requested by management.

SKILLS & QUALIFICATIONS

What You Bring to the Table (Required):

• 1 to 3 years of Customer Success experience with a track record of hitting retention goals.
• A hunter mindset for solutions: resilient, high EQ, runs toward complex challenges with urgency.
• A listener who solves: you uncover pain points, get customers to the right solution, and know when to flag a need to Sales.
• AI fluency: you already use AI daily and want to push what it can do.
• Exceptional communication: you build trust with front-line admins and executive sponsors alike.
• Hyper-local to Denver: full-time onsite at our Denver HQ.

What You Bring to the Table (Bonus Points):

• Experience with HOA accounting, HOA software, PropTech, or accounting software.
• Coming from the field? Community managers, HOA accountants, and management company operators looking to cross over into tech are strongly encouraged to apply. You already speak our customers’ language.
• Mastery of Salesforce and modern CS data frameworks.

• Retention: GRR, churn, and risk caught 90 days before renewal.
• Adoption: product usage and feature adoption across your book.
• Engagement: monthly meeting coverage and QBR completion and quality.
• Customer Satisfaction: CSAT and NPS.
• Revenue Contribution: quality expansion opportunities handed to Sales.
• Operational Excellence: Salesforce hygiene, process adherence, and AI adoption.

• Covered monthly parking onsite, paid by FRONTSTEPS.
• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Unlimited PTO and 10 paid company holidays.
• Variable performance comp tied to retention results.
• Internal AI tools and leading AI platforms so your time goes to customers, not busywork.
• Downtown Denver HQ with direct access to Product, Sales, and executive leadership.

This position has no supervisory responsibilities.

Work Environment

This job operates in an in-office setting and routinely uses standard office equipment such as computers, phones, copiers, and scanners.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with arms and hands.