Account Manager

What will you be doing?

• Own the commercial lifecycle: Manage renewals and expansion opportunities across a portfolio of core customers, from early planning through negotiation and close.
• Drive revenue growth: Identify upsell and cross-sell opportunities, run thoughtful discovery, build business cases, negotiate contracts, and close commercial deals.
• Build trusted customer relationships: Develop strong relationships with customer stakeholders and understand their goals, challenges, and evolving business needs.
• Position Front’s broader value: Introduce AI capabilities like Autopilot, Professional Services, premium support, and other relevant offerings to help customers automate workflows, accelerate time-to-value, and expand their use of Front.
• Partner with Customer Success: Collaborate closely with your mapped CSM to use product usage data, health signals, and customer feedback to drive expansion and mitigate churn risk.
• Lead strategic account planning: Create and execute account plans that align customer priorities with Front’s capabilities and identify paths to long-term growth.
• Maintain operational excellence: Keep accurate CRM records, manage pipeline, forecast renewals and expansion, and consistently track customer and commercial activity.
• Collaborate cross-functionally: Partner with Sales, Support, Product, Marketing, and Services to resolve issues, advocate for customer feedback, and improve the customer experience.

What skills and experience do you need?

• Experience: 3-5 years in Account Management, Customer Success, or a related commercial role, ideally managing and growing a portfolio of SaaS customers.
• Commercial acumen: A track record of owning revenue outcomes, including renewals, upsell, cross-sell, or expansion in a quota-carrying or metrics-driven environment.
• Customer relationship skills: Ability to build credibility with a range of stakeholders, understand business priorities, and communicate value clearly.
• Strategic and consultative approach: Strong discovery, negotiation, and problem-solving skills, with the ability to connect customer needs to practical solutions.
• Cross-functional collaboration: Experience partnering with Customer Success, Support, Product, Services, and other teams to deliver customer and business outcomes.
• Operational rigor: Strong organization and attention to detail, with the ability to manage multiple opportunities, timelines, and stakeholders without losing momentum.
• Data fluency: Ability to interpret customer usage, engagement, and health data to prioritize action and make informed commercial decisions.
• AI fluency: Comfort leveraging AI tools and Front’s AI capabilities to improve productivity, identify customer opportunities, and demonstrate value.
• SaaS experience: Experience working in B2B SaaS is required; experience with customer experience, support, collaboration, or communications products is a plus.

Additional information

Front operates on a hybrid model - we come together in the office each Tuesday, Wednesday, and Thursday to collaborate and stay connected.

What we offer

• Competitive salary
• Equity (we are post-series D & backed by some of the best VCs in the US)
• Private health insurance, including plan options at no cost to employees
• Paid parental leave
• Flexible time off policy
• Flexibility to work from home Monday and Friday, unless posted as a fully remote role
• Mental health support with Workplace Options
• Family planning support with Maven
• $100 per month Lifestyle Stipend to spend on fitness, health and wellness, and other activities
• Wellness Days - Fronteers get an additional day off on months with no holidays
• Winter Break - Our offices are closed from Christmas to New Year's Day!