Frontera

Frontera

Head of Customer Success

Denver, Colorado; San Francisco, California · Full-time

Sponsorship not specified$16k-$190kDetected 80 days ago
Data VisualizationComplianceHubSpotSalesforceCRMSalesAccount ManagementForecastingCustomer SuccessCustomer SupportZendeskIntercomHIPAACommunicationCollaborationMentoringPublic Speaking

About the role

  • The right person for this role operates with ownership.

Responsibilities

  • Own the Customer Lifecycle (Signature through Expansion)
  • You will directly own and manage a select group of key clinic partner accounts, serving as their strategic advisor, primary relationship owner, and escalation point, setting the tone for a service experience that partners consistently describe as exceptional.
  • You will own the end to end upsell process by identifying expansion opportunities through usage analytics and AI assisted account analysis, building the business case, leading the commercial conversation, and driving deal closes in partnership with Sales.
  • You will develop repeatable upsell motions tied to clear ROI, including expansion triggers, pricing frameworks, and objection handling playbooks, so that expansion becomes a predictable revenue stream rather than an ad hoc effort.
  • You will partner with Sales and Product to align on client needs, influence roadmap priorities, and ensure a seamless experience from contract through renewal.
  • Lead and Multiply a High Performing Team
  • You will lead, mentor, and develop a small team of Customer Success Managers and oversee the Customer Support function, driving accountability, growth, and outcomes aligned to company goals.
  • You will build the team's AI playbook by evaluating new tools, defining where AI adds leverage versus where human judgment is non-negotiable, and continuously refining how the function scales without proportional headcount growth.
  • You will build and champion scalable CS playbooks, renewal forecasting models, upsell motions, and support workflows that the full team can execute consistently, all designed from the ground up to leverage AI for documentation, triage, and client facing resources.
  • We bring together world-class clinicians, technologists, and autism specialists to build cutting-edge AI tools that help care teams work smarter and spend more time with the children and families who need them most.

Requirements

  • You have 1-3 years of experience leading or mentoring a CS team, with a track record of developing people and driving team level results.
  • You combine commercial instincts with client empathy, so you can have a direct conversation about pricing, expansion, or value and the client comes away feeling respected rather than sold to.
  • You have a bias toward action and outcomes, and you measure success by client results and revenue retention rather than activity metrics.
  • AI Competency (Required)
  • You have strong prompting instincts and sound judgment about when to trust, verify, or override AI output, especially in clinical or regulated contexts where accuracy matters.
  • Experience
  • You have 6+ years in Customer Success, Account Management, or a similar client facing role in SaaS or healthcare technology.
  • You have proven experience owning an upsell or expansion number, and you have identified opportunities, built the case, led commercial conversations, and closed deals, whether alongside a Sales counterpart or independently.
  • You have experience overseeing or closely partnering with a Customer Support function, and you understand the full post sales and implementation lifecycle and how CS and Support work together.
  • Familiarity with ABA practices, behavioral health, or clinical settings is a meaningful plus.
  • Skills and Mindset
  • You bring a deep customer service orientation to the role, treating every client interaction as an opportunity to build trust and holding your team to the same standard, and you believe great service and commercial outcomes reinforce each other rather than trade off.
  • You have a demonstrated ability to build scalable processes from scratch, and you don't just execute playbooks, you write them.
  • You have strong analytical instincts and are comfortable working with account health data, building reports, and using data to prioritize and persuade.
  • You have excellent communication skills, including the ability to engage effectively with clinical stakeholders, C suite contacts, and your own team.

Nice to have

  • Work on challenging and impactful projects that leverage cutting-edge technologies.
  • Make a real difference in the lives of children and families in rural communities.
  • Dog-friendly office.
  • Catered lunch from local Denver restaurants five days a week, plus occasional breakfasts and dinners.
  • Robust snack program and great coffee options (including cappuccino machine and cold brew cans).
  • Regular team events and low-key socials.

Compensation

  • Work on challenging and impactful projects that leverage cutting-edge technologies.
  • Collaborate with a talented and passionate team in a fast-paced and dynamic environment.
  • Make a real difference in the lives of children and families in rural communities.
  • Competitive salary and benefits package.
  • Dog-friendly office.
  • Catered lunch from local Denver restaurants five days a week, plus occasional breakfasts and dinners.

Benefits

  • Frontera is reimagining how children with autism and other behavioral health needs get the care they deserve.
  • Our platform is HIPAA-compliant and designed for the real-world needs of behavioral health teams - from psychologists to ABA therapists.
  • As the Head of Customer Success at Frontera Health, you'll own the health and growth of our clinic partner portfolio while also shaping how the CS function operates at scale.
  • You're as comfortable presenting to a clinic director as you are digging into account health data, coaching a CSM through a tough renewal conversation, or rolling up your sleeves to resolve a support escalation.
  • Drive Adoption, Usage, and Portfolio Health
  • Opportunity to be at the forefront of innovation in pediatric healthcare.
  • Up to $150/month commuter stipend, discounted nearby parking, and a discounted Colorado Athletic Club membership.
  • Competitive health benefits, stock options, 401(k), and generous PTO.

Company info

  • Frontera exists to close the care gap: every child, no matter where they live, should be able to access effective behavioral healthcare.
  • You're not just managing accounts - you're building the playbooks, processes, and team culture that determine how we retain and grow customers over the long term.
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This listing is sourced directly from Frontera's careers page and normalized into a canonical job model.