Implementation Manager

Front is the leading AI-powered customer service platform built for collaboration. Front brings core support channels into a modern, intuitive workspace where teams can collaborate on requests, automate manual processes, and delight customers across their entire lifecycle. Front’s flexible workflows, AI features, and customer intelligence provide the efficiency and insights to keep entire organizations customer-first, every day. More than 9,000 of the most innovative companies worldwide including CultureAmp, HootSuite, and Y Combinator use Front to deliver five-star service at scale.

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 Built In's 100 Best Midsize Places to Work in SF 2025, Top Places to Work by USA Today 2025, Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™ ,Inc. Magazine's 2022 Best Workplaces list, and Forbes Best Startup Employers 2022 List.

Front is looking for an Implementation Manager to join our world-class Success Services Team within the Solutions and Success Services organization. As an Implementation 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 do?

• 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 and experience do you need?

• At least 2 years of experience in Implementation, Professional Services, Customer Success or Account Management in a SaaS company

• Deep knowledge of support SaaS products and services

• Proven track record of deploying high-touch implementations with the 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

• Ability to understand and speak to technical concepts like APIs and webhooks

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

This is a hybrid role, expected to be in our SF office on Tuesdays and Thursdays.

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

• Focus Fridays - learn more here!

• Flexibility to work from home 3 days/week (unless posted as a full-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!

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 & EU Privacy Notice