Customer Success (Implementations)

Job Description

Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life. Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator's list of Top Companies in 2023 , #4 on Fortune’s Best Workplaces in the Bay AreaTM , Inc. Magazine's 2022 Best Workplaces list , Forbes Best Startup Employers 2022 List , and Best workplaces for Millennials 2022 list . We’re looking for an Onboarding Manager to join our world-class Onboarding Team within the Success Services organization. As an Onboarding Manager, you will work with customers to ensure they are successful with our product by implementing optimal workflows, providing proactive project management and guiding customers through change management throughout specific engagements within the customer journey. You will be responsible for making sure every customer in your book is successfully and speedily onboarded. This position works closely with our Sales, Product & Support teams and is ultimately responsible for achieving time-to-value for clients.

What will you be doing?

• Oversee implementation engagements as the Front product SME with customers throughout the customer journey including net-new customer onboardings, expansion teams, and workflow optimization engagements.
• Develop project plans with timelines to ensure the successful execution of customer implementation engagements and lead customer project teams through guidance and support with clear direction to achieve project milestones and goals.
• Facilitate regular project updates to both internal and external stakeholders to mitigate risk, anticipated blockers, and resolve issues that arise during implementation, working closely with internal teams and clients to find effective solutions.
• Lead change management efforts by identifying potential areas of resistance and developing strategies to promote smooth transitions for clients and end-users.
• Train and educate customers on the effective use of the prescribed workflow throughout the customer journey through delivering engaging training sessions, workshops and documentation as needed to ensure success and value.
• Lead cut-over and migration experiences, overseeing the transition from legacy systems to Front while minimizing disruption.
• Collaborate with cross-functional teams, including sales, product development, and customer support to define project scope, objectives, and deliverables.
• Infuse customer voice and insights to influence product team and roadmap, and contribute to process and operational improvements of the broader Success Services team.

What skills & experience do you need?

• At least 2 years of experience in Implementation, Customer Success or Account Management in a SaaS company.
• Deep knowledge of SaaS products and services.
• Proven track record of deploying high-touch implementations with highest level of customer service, efficiency and accuracy.
• Experience managing change management for customers ranging from SMB to MM clients.
• Proven track record of managing multiple concurrent projects with varying complexity levels.
• Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
• Comfortable giving presentations to groups of any size & audience - from every day end-users of the app to a high level executive.
• Great problem solving skills, taking a consultative approach to finding the best solution.

What makes you a great fit?

• You’re great at aligning expectations with customers.
• You have strong independent decision making, organization, planning and problem-solving skills.
• You communicate effectively to gain commitment and consensus to drive results.
• You’re able to think outside of the box and creatively solution for customers.
• You love Front (the product) :)
• Customers and teammates love working with you.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. This is a hybrid role, expected to be in our or Chicago office on Tuesdays and Thursdays. The target Chicago OTE salary range for this full-time position is $99,000 - $118,000 OTE . Individual compensation packages are based on factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. At Front, we take a market based approach to pay. In addition to cash compensation (which includes base salary and, where applicable, may include commissions or overtime pay), Fronteers are eligible to receive equity in the company. This resource will provide additional information on our location zone designations. If you have questions, please speak with a member of our Recruiting Team for additional information. What we offer ✨ Competitive salary 🤝 Equity (we are post-series D & backed by some of the best VCs in the US) 🏥 Private health insurance fully covered by Front 💪 Flexible Fridays - learn more here ! 🏡 Flexibility to work from home 3 days/week (unless posted as a full-remote role) 🛋 Mental health support with Modern Health 🍼 Family planning support with Maven Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice . Apply for this job