SMB Relationship 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.

As a Relationship Manager you’ll be focused on building deep relationships with our SMB customers. You will serve as the primary point of contact, helping our existing customer base evangelize Front across their organization. You will be responsible for renewals and expansion, as well as, ensuring the clients overall success with Front. You’ll play a vital role in the customer journey as the customer’s main advocate and advisor, influencing account admins, end users and decision makers.

What will you be doing?

• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors

• Drive Front product adoption to achieve our best-in-class retention and expansion goals

• Evaluate opportunities to increase customer satisfaction, expansion, and retention

• Work cross-functionally with Product, Sales, Support and Marketing to ensure customers have the full power of Front behind them

• Ensure successful delivery of technical and business value propositions according to customer needs

• Provide creative problem solving for complex workflows and use cases

• Ensure long term client satisfaction and reference-ability

• Be the voice of the customer to the product and go-to-market team

What skills and experience do you need?

• 2+ years of sales or customer success experience

• Clear and thoughtful communicator with excellent verbal and written skills. You value storytelling and can explain complex issues in simple terms and adapt your tone for different users

• Comfortable giving presentations to groups of any size and audience - from every day end-users of the app to a high level executive

• Polished relationship builder, passionate about driving value for customers and positively impacting the working lives of people in large organizations

• Ample experience building and maintaining relationships with stakeholders (internally & externally), including C-suite executives and IT / technical influencers across customer base

• Proven track record of pipeline/forecast management

• Great problem solving skills by taking a consultative approach to finding the best solution

• Naturally curious and consistently determined - a proactive hunter for new use cases inside the install base

This is a hybrid role, expected to be in our Chicago 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