Senior Manager, Account Management

About the role

Front is seeking a Senior Manager to guide and expand our Account Management department. This individual will oversee customer growth, contract renewals, and the overall health of key client accounts. The role involves shaping a high-performing team and refining post-sales strategies to ensure an excellent customer experience.

Key facts

What you'll do

• Help define the future structure of the Existing Business team, integrating Account Managers with Customer Success Managers.
• Lead and mentor a team of Account Managers focused on achieving customer outcomes and business growth.
• Guide Account Managers in identifying expansion opportunities within their client portfolios and developing strategies to realize them.
• Collaborate with the CRO and VP of Customer Success to establish team KPIs, responsibilities, success metrics, and operational procedures.
• Work closely with Sales, Finance, Legal, and Revenue Operations to ensure smooth customer interactions.
• Be responsible for renewals, expansion, customer satisfaction, and the commercial success of the team.

Requirements

• 4-6 years of experience leading Account Management, Sales, or Renewals teams in a SaaS environment.
• Demonstrated history of building and developing Account Management functions from the ground up.
• Clear experience leading a team focused on commercial activities, including Enterprise-level renewal negotiations, upselling, cross-selling, and managing customer escalations.
• Strong coaching and leadership abilities, with a track record of developing talent, providing feedback, and fostering accountability.
• Ability to think strategically while also executing hands-on tasks like process building, customer calls, and project completion.
• A data-driven approach to decision-making, using metrics and customer insights to identify trends and measure impact.
• Excellent collaboration skills, with successful partnerships across Sales, Product, and Customer Success teams.

Nice to have

• Experience with support or customer experience platforms.
• Familiarity with usage-based or product-led growth business models.
• Background working with mid-market and enterprise customers.

Skills & tools

• SaaS Account Management
• Sales leadership
• Renewals management
• Enterprise negotiation
• Upselling
• Cross-selling
• Customer escalation management
• Data analysis
• Coaching

Practical notes

Front offers competitive salary, equity (post-Series D), private health insurance (some options at no cost), paid parental leave, flexible time off, mental health support via Workplace Options, family planning support via Maven, a $100 monthly lifestyle stipend, additional wellness days, and a winter break from Christmas to New Year's Day. The company operates on a hybrid model, requiring in-office presence Tuesday through Thursday, with Monday and Friday offering work-from-home flexibility.