Account Manager

As an Account Manager at Front, you will own the commercial health and growth of a portfolio of customers. This is a relationship-driven role where you'll manage renewals, uncover expansion opportunities, and help customers get more value from Front over time. You'll partner closely with a dedicated Customer Success Manager (CSM). While the CSM focuses on product adoption and value realization, you will own the commercial relationship-building trusted relationships with customer stakeholders, navigating complex opportunities, and delivering predictable revenue outcomes. This role is a great fit for someone who combines commercial acumen, customer empathy, and operational rigor. 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. 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!