Customer Success Manager - Tech Touch

Front Careers LLC

Job Overview

Location

Santiago, Chile

Job Type

Full-time

Full Job Description

📋 Description

• Develop deep expertise in Front’s product suite, including advanced features and premium plan benefits, to effectively communicate value to self-serve customers.
• Proactively engage unmanaged self-serve accounts to analyze usage patterns, identify pain points, and uncover opportunities for increased product adoption.
• Deliver tailored, consultative recommendations to customers on optimizing their use of Front’s features to align with their business objectives.
• Manage and facilitate free trials of premium features, ensuring seamless onboarding and clear demonstration of higher-tier plan value.
• Implement strategic upselling initiatives to convert trial users and highly engaged accounts into paying customers on higher-tier plans, directly contributing to revenue growth.
• Build and maintain strong relationships with key stakeholders within self-serve accounts to enhance customer satisfaction, retention, and long-term loyalty.
• Collect and synthesize customer feedback from interactions and relay actionable insights to product, marketing, and data teams to inform feature development and campaign strategy.
• Collaborate cross-functionally with support, billing, operations, and revenue teams to resolve escalations, execute campaigns, and align on customer success initiatives.
• Operate with autonomy in a fast-paced, evolving environment where processes are not always defined, taking initiative to design and refine workflows through experimentation.
• Serve as a bridge between the self-serve customer segment and internal teams, ensuring customer needs are understood and addressed in product and go-to-market strategy.
• Participate in hybrid office work schedule, attending the office each Tuesday, Wednesday, and Thursday to foster collaboration and team cohesion.
• Contribute to the growth of a scalable customer success motion by balancing high-volume outreach with personalized 1:1 engagement strategies.
• Stay current on evolving SaaS product trends and customer behavior patterns to continuously improve engagement tactics and conversion outcomes.
• Support the expansion of Front’s customer operations platform by enabling self-serve customers to unlock maximum value from the platform’s B2B workflow capabilities.
• Prepare for internal mobility into roles such as Account Executive, Relationship Manager, Onboarding Manager, Solutions Engineer, or Solutions Architect through hands-on experience with customer behavior and product usage.

🎯 Requirements

• 1-2 years of customer-facing experience in consulting, sales, support, implementation, or product roles, preferably at a SaaS company with complex workflow or automation products (e.g., Mulesoft, Zapier, Workato, Tray.io, ServiceNow, Salesforce)
• Proven ability to work independently and collaboratively in a tech or startup environment
• Strong verbal and written communication skills to explain complex product concepts to diverse audiences
• Builder’s mindset: comfortable creating processes from scratch, thriving in ambiguity, and iterating through trial and error
• Bonus: Working knowledge of Email, Ticketing Systems (Zendesk, Intercom, Salesforce Service Desk), SMS, CRMs, IDPs, ERPs, & ETL

🏖️ Benefits

• Competitive salary
• Fully covered health insurance (medical, dental, vision)
• Generous paid time off
• Mental health support through Workplace Options
• Family planning support through Maven
• Monthly Lifestyle Stipend for fitness, health, wellness, and other personal activities
• Monthly Teleworking Allowance for Wi-Fi, equipment, and cell data
• Wellness Days: additional day off in months with no holidays
• Summer Break: offices closed from Christmas to New Year’s Day

Skills & Technologies

Hybrid

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Front Careers LLC

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About Front Careers LLC

Front Careers is a recruiting platform that connects U.S. veterans and military spouses with civilian employers. The service translates military experience into civilian job qualifications, matches candidates to openings, and provides career coaching. Employers gain access to pre-screened talent pools, diversity analytics, and onboarding tools designed to ease veteran integration into corporate teams.

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