Manager, Customer Success at FRONTSTEPS

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COMPANY OVERVIEW 

Headquartered in Denver, Colorado, 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 1) developing our people, 2) taking care of the customer at all times, 3) moving with purpose and urgency, 4) being open, honest, and transparent, 5) innovating and failing forward, and 6) being courageous.

 

POSITION OVERVIEW 

FRONTSTEPS is seeking a talented and experienced manager to lead our Customer Success team to ensure our customers’ success throughout their journey with us.   You will be responsible for building lasting relationships with our customers to retain and grow our install base.   You will be a mentor and coach to your Customer Success Managers and drive the adoption of best practices to span the entire customer journey.  You must be able to wear multiple hats throughout the customer journey and be able to partner with various functional organizations including Sales, Product, Delivery and Support to deliver tangible business outcomes to our customers.   

 

Job Responsibilities:

  • Lead, coach and mentor Customer Success Managers to ensure their continuous growth
  • Managed the allocation of accounts to your team to optimize coverage across the install base
  • Define and oversee customer interaction processes and touch points, e.g. business reviews and NPS surveys
  • Service as an escalation point for your team and follow a methodical escalation process to execs
  • Assist your team in planning and executing get-well projects for accounts at risk of churning
  • Identify opportunities and plan campaigns to drive product adoption and expansion
  • Develop advocates for our product and services by delivering tangible outcomes to our customers
  • Provide feedback to other functional organizations on how to better serve our customers

Skills & Qualifications:

 

  • Bachelor's degree in Business or Technology; MBA desirable
  • Deep understanding and mastery of Customer Success best practices, e.g. LAER model
  • 5+ years of experience of increasing responsibility in Customer Success roles
  • 3+ years of experience managing a Customer Success team
  • Experience in delivering success to SMB customers in a SaaS business
  • Ownership of driving retention, adoption and expansion outcomes
  • Track record of partnering with and influencing organizations to achieve objectives
  • Knowledge of HOA/Community Management industry would be a strong plus
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • TrelloManagement
    • WebflowCMS
    • SquarespaceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Our office is at 12th & Broadway near Civic Center. Tons of lunch options (Torchy's, Zep's, BurgerFi), a bus stop & a short walk from RTD at 16th & CA

An Insider's view of FRONTSTEPS

How does your team reward individual success?

We established a recognition program for our teams to acknowledge peer to peer award for individuals who go above and beyond. Plus, monthly & quarterly contests for gift cards & team lunch. FRONTSTEPS Managers are invested in seeing that we continue to provide a thriving, exciting, and supportive culture which focuses on innovation & growth.

Marina Vilaysane

Director of Operations

What projects are you most excited about?

I’m excited about the new platform that we’re launching. And we're building rich new customer experiences w/ some household brand names. We're clearly the leader in our industry, but we aren’t taking that for granted. Every client, resident & partner who sees our new products are super impressed. It’s a fun position to be in.

Matt DeWolf

President of Payments

What does career growth look like on your team?

Career growth is about expanding your knowledge through participation in cross-functional teams, engaging in a monthly Brown Bag lunch session or All Hands meeting, and contributing ideas on how to improve upon those processes you’ve participated in.

Sarah

Senior Manager and Controller

How do you make yourself accessible to the rest of the team?

I keep my office door open as much as possible to enable anyone to provide timely feedback and seek advice when the unexpected happens. For that to be successful I build relationships with people across my organization to let them know they can come to me whenever necessary and sometimes just to chat and catch up.

Leo Haasbroek

Chief Operating Officer

What is your vision for the company?

Our vision is to change the conversation around HOA software and be a catalyst in opening up communication between neighbors, HOA Boards and community associations. We are building more than a company, it’s truly an effort to develop a culture of growth and excellence as a team.

Jamie Clymer

CEO

What are FRONTSTEPS Perks + Benefits

FRONTSTEPS Benefits Overview

The benefits of working for FRONTSTEPS are endless! Joining our team means opportunities to be daring and innovative ... every day! You can be part of the engagement team and foster our cool culture with events, outings, and parties. We just rolled out an awesome new program that allows employees to recognize other employees for going the extra mile. Led by employees, for employees it's just one example of what it means to be a FRONTSTEPPER! Oh, and there are a ton of other benefits like health care and beer Fridays ... KEEP reading to find out.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Company-sponsored short and long term disability benefits.
Dental Benefits
The FRONTSTEPS plan covers 100% of preventative care. We have options that include orthodontia coverage.
Vision Benefits
Our competitive vision plan covers 100% of a basic exam, with a copay. Plus, contact lens and eyeglass frame benefits.
Health Insurance Benefits
FRONTSTEPS offers a PPO and a qualified high-deductible plan with FSA and HSA options.
Onsite Gym
The gym is clean and features stair masters, free weights, treadmills, and more ...
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
FRONTSTEPS dress code includes Hawaiian Shirt Day, Fan-dom Day, and Ugly Sweater Day. Oh, and all the other days, you can wear whatever is comfy and casual!
Commuter Benefits
RTD pass allowance is offered to all our employees!
Company Outings
Rockies games, ax throwing, bowling ... the FRONTSTEPS team is all about exploring and taking advantage of the cool stuff Denver has to offer!
Stocked Kitchen
Between ping pong games & foosball, there are snacks galore in our Cantina. Boulder chips, sun chips, granola bars, fruit snacks, and oatmeal. Fresh fruit replenished daily, bubbly water, and soda!
Happy Hours
Every Friday at 4:30!
Parking
Underground parking ... FRONTSTEPS pays a generous (and I mean, generous) portion of the cost to park in our building. No need to walk outside, eveh!
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Our product team demoes new features and enhancement that are releasing in the near future.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Indoor, on-site parking and gym. Supportive environment. Fun, friendly atmosphere with start-up energy and plenty of adult leadership to drive success.

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