Headquartered in Denver, Colorado with additional offices in Arizona and California, FRONTSTEPS is a SaaS company with a full stack Management Company software platform that allows communities to be safe, informed and efficient.
More than 23,000 communities nationwide — that’s 4.4 million homeowners — are covered by FRONTSTEPS services!
We deliver solutions that simplify how management companies, homeowner associations, builders, and security & patrol experts build, connect, operate, and secure modern communities.
With a focus on mobile-first technology and best-in-class integrations, our products make it easy for community leaders and homeowners to communicate, collaborate, and drive more prosperous and financially sound communities.
FRONTSTEPS is guided by the core values of
developing our people,
taking care of the customer at all times,
moving with purpose and urgency,
being open, honest, and transparent,
innovating and failing forward... and
The Customer Success Manager (CSM) is responsible for driving adoption and expanding services of the FRONTSTEPS family of products within their assigned account base.
CSM’s are responsible for fostering/expanding relationships across their base and serving as the liaison from their customer to various FRONTSTEPS teams to ensure customer expectations are exceeded.
You will have the confidence to set expectations with your customer and the conviction to raise your hand if those expectations are not being met by our internal teams at FRONTSTEPS.
An outstanding CSM will increase customer satisfaction, passionately retain their customer, and add net revenue across their account base.
Be responsible for adoption, expansion, and satisfaction of an existing account base
Organize and execute scheduled communication with your account base
Ask and answer the question: why?
Investigate, follow-up and execute cancellation requests
Maintain a phenomenal relationship with sales (internally) to assist and explore every opportunity for expansion within the existing account base
Proactively serve as the main point of contact with the external customer and the internal customer ensuring your customers know how to communicate with the FRONTSTEPS team
Report and monitor success through key metrics presented in business reviews and customer satisfaction survey results.
Raise critical customer concerns internally to support/product/implementation in resolving key issues.
Keep customers informed on procedure changes and new features and functions across the FRONTSTEPS product family.
Performs other duties as requested by management
SKILLS & QUALIFICATIONS
Ability to confidently cross and upsell
Organizational and time management skills
An understanding of core customer success principles such as customer lifecycle stages, health scores, and NPS.
An unwavering desire to ensure that each customer has an accurate and up-to-date digital truth in our CRM.
Unparallel communication skills across various mediums – the confidence to pick up the phone!
Ability to adapt quickly to new technologies and processes
Travel is required up to 10%
This position may be based remotely or in Denver, CO with a salary of $52,500 - $75,500 plus additional upsell and referral incentives.
Occasional meetings may be required in Denver headquarters.
Benefits include the following:
Medical, Dental, and Vision
Company sponsored Short-Term Disability, Long-Term Disability, and Life Insurance
Voluntary Life Insurance
Paid Time Off
FRONTSTEPS is proud to be an equal opportunity employer.
All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status