Customer Success Manager

🔥 3 hours ago

🇺🇸 United States – Remote

💵 $90k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Frontline Wildfire Defense

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🔧 Hardware

☁️ SaaS

👥 B2C

💰 $48M Series A on 2025-10

Hardware • SaaS • B2C

Frontline Wildfire Defense is a company that provides integrated wildfire protection systems for homes, businesses, and communities. It combines purpose-built hardware (exterior automated sprinkler systems and commercial defense installations) with software (real-time fire tracking, alerts, evacuation coaching, and a mobile app) to detect approaching fires and automatically saturate properties with water and biodegradable firefighting foam. Frontline works with licensed installers, offers financing options, partners with homebuilders and insurers, and markets solutions for residential, commercial, and community-scale wildfire resilience.

📋 Description

• Build and lead Frontline’s Wildfire Response Specialists team • Hire, onboard, coach, and manage performance through 1:1s, call reviews, and performance management • Design coverage models, shift schedules, after-hours on-call rotations, and surge staffing plans • Lead the team during active fire events, prioritizing outreach, assigning customers, tracking system status, and informing leadership • Own escalation paths connecting customer support with engineering, field service, and leadership • Train cross-functional backup staff for large or simultaneous fire events • Manage schedules, timekeeping, overtime, and labor costs for an hourly team • Own end-to-end customer support across phone, text, email, and app messages • Define and track SLAs and customer support metrics, reporting them to leadership • Serve as final escalation point for complex or unresolved customer issues • Build onboarding, pre-fire-season readiness, Red Flag Warning, and post-fire recovery programs • Build and maintain ticketing, phone-routing, playbook, script, SOP, and knowledge-base infrastructure • Partner with Product and Engineering on support tools and visibility into fire and system status • Establish sensitive-action protocols with leadership and Legal • Track system performance and property outcomes after fire events • Collaborate with Solutions Engineering, Installation Operations, Field Service, Product, Sales, Marketing, and partners

🎯 Requirements

• 5+ years of experience in customer support, customer success, emergency communications, or monitoring center operations, including at least 2 years leading a team • Experience leading extended-hours or 24/7 coverage, including shift schedules, on-call rotations, and escalation paths • Ability to stay calm and lead others through high-pressure, time-sensitive situations • Experience building or scaling a support team, function, or process in a growing company • Experience owning support metrics and reporting, including SLAs, CSAT, first-contact resolution, and escalation rates • Hands-on experience with ticketing and phone platforms such as Zendesk, Intercom, HubSpot, or similar • Experience managing hourly employees, including scheduling, timekeeping, and overtime • Excellent verbal and written communication skills, including de-escalation • Availability for after-hours on-call rotation and extended hours during active fire events • Proficiency in Google Workspace and Slack • Background in emergency dispatch, alarm or central station monitoring, network operations center, or fire and life safety is nice to have • Experience supporting connected hardware, IoT, smart home, or security products is nice to have • Incident Command System familiarity, such as FEMA IS-100 and IS-700, or knowledge of wildfire behavior, Red Flag Warnings, and evacuation zone tools is nice to have • Background in home services, construction, or field service, including ServiceTitan or similar software, is nice to have • Experience building customer-facing knowledge bases or self-service support resources is nice to have • Bilingual English and Spanish is nice to have • Successful completion of comprehensive background checks covering typically the past 7–10 years • U.S.-based and available for rotating shifts, including overnights, weekends, and holidays • Candidates in PST or MST time zones preferred

🏖️ Benefits

• Company-provided cell phone and laptop • Medical, Dental, and Vision Insurance • 401(k) retirement plan • Flexible time off • 14 paid holidays, including birthday • Work-from-home stipend • Remote-first work environment • Company-provided equipment • Mission-driven team environment

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