[Hiring] Customer Success Manager @Frontline Wildfire Defense

Role Description

As Customer Success Manager, you will build and lead the team that stands behind every Frontline customer, from the day their system is installed through every fire season after. You will own Frontline’s customer support function and lead our Wildfire Response Specialists, the team that helps homeowners and commercial customers make sure their systems are ready, running, and doing their job when a wildfire is approaching.

Every Frontline system is designed to protect a property even after its owners have evacuated. Our fire-tracking software alerts customers when a wildfire comes within ten miles and starts an automatic activation countdown. Each system has a connected controller with Wi-Fi, cellular, and satellite connectivity and a backup battery. When it activates, eave sprayers and roof rotors wet the home and up to 30 feet around it with water and Class A foam. When fire is close, customers need fast, calm, accurate help, and you will be responsible for making sure they get it at any hour.

This is a founding, hands-on leadership role. You will hire and coach the team, design the coverage model and on-call rotation, build the playbooks and escalation paths the team runs on, and lead the team through active fire events. You will work closely with Solutions Engineering, Installation Operations, Field Service, and Product so that customer issues get resolved quickly and turn into lasting product and process improvements.

Key Responsibilities

• Team Leadership & Development:
  • Hire, onboard, and lead Frontline’s Wildfire Response Specialists, and grow the team as our customer base and coverage hours expand.
  • Coach the team on system troubleshooting, crisis communication, de-escalation, and documentation, and run regular 1:1s, call reviews, and performance management.
  • Build a culture of calm, ownership, and genuine care for customers, and protect the team from burnout through fair scheduling, post-event debriefs, and access to support resources.
  • Serve as a hands-on leader: take escalated calls, step into coverage gaps, and share the after-hours on-call rotation with the team.
• 24/7 Response Operations:
  • Design and run the team’s coverage model, including shift schedules, an after-hours on-call rotation, and surge staffing plans for Red Flag Warnings and active fires.
  • Lead the team during active fire events: decide outreach priorities, assign customers to specialists, track system status across affected properties, and keep leadership informed in real time.
  • Own the escalation matrix that connects the team to on-call engineering, field service, and leadership, and make sure it works at 2am as well as it does at 2pm.
  • Train and maintain a bench of cross-trained employees who can support the team during large or multiple simultaneous fire events.
  • Manage schedules, timekeeping, overtime, and labor costs for an hourly team in compliance with federal and state wage and hour rules, including meal and rest breaks.
• Customer Support & Customer Experience:
  • Own the end-to-end customer support experience across phone, text, email, and app messages for homeowners and commercial customers.
  • Define and track SLAs and key metrics, including response time, resolution time, first-contact resolution, escalation rate, and customer satisfaction, and report them to leadership on a regular cadence.
  • Serve as the final escalation point for complex, sensitive, or unresolved customer issues.
  • Build proactive programs that keep customers ready: new-owner onboarding (app setup, contacts, and alerts), pre-fire-season readiness check-ins, and outreach during Red Flag Warnings.
  • Lead post-fire recovery: make sure every affected customer is contacted and that foam and water refills, inspections, and repairs are scheduled with Field Service.
• Systems, Process & Documentation:
  • Build and maintain the team’s infrastructure, including the ticketing system, phone routing for 24/7 coverage, response playbooks, call scripts, SOPs, and knowledge base.
  • Partner with Product and Engineering to define the tools the team needs, such as visibility into which customers are near an active fire and each system’s live status.
  • Work with leadership and Legal to set clear protocols for sensitive actions, such as verifying a caller’s identity and getting customer consent before any remote action on their system.
  • Track system performance and property outcomes after fire events so the data can inform product improvements and Frontline’s performance reporting.
• Cross-Functional Collaboration:
  • Partner with Solutions Engineering, Installation Operations, and Field Service to make sure field issues are captured, documented, and resolved by the right team.
  • Bring recurring customer issues and feedback to Product so they shape roadmap decisions.
  • Work with Sales, Marketing, and our partners to keep messaging about system capabilities and Frontline’s response service accurate and consistent.

Qualifications

• 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 a team that provides extended-hours or 24/7 coverage, including building shift schedules, on-call rotations, and escalation paths.
• Proven 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 (SLAs, CSAT, first-contact resolution, escalation rates).
• Hands-on experience with ticketing and phone platforms (e.g., Zendesk, Intercom, HubSpot, or similar) and building the processes around them.
• Experience managing hourly employees, including scheduling, timekeeping, and overtime.
• Excellent verbal and written communication skills, with the ability to de-escalate difficult conversations with care.
• Availability to take part in an after-hours on-call rotation and to work extended hours during active fire events.
• Proficiency in Google Workspace and Slack.

Nice-to-Have

• Background in emergency dispatch, alarm or central station monitoring, a network operations center, or fire and life safety.
• Experience supporting connected hardware, IoT, smart home, or security products.
• Incident Command System familiarity (e.g., FEMA IS-100 and IS-700) or working knowledge of wildfire behavior, Red Flag Warnings, and evacuation zone tools such as Genasys Protect or Watch Duty.
• Background in home services, construction, or field service, including experience with ServiceTitan or similar field service management software.
• Experience building a customer-facing knowledge base or self-service support resources.
• Bilingual in English and Spanish.

Compensation & Benefits

• Salary Range: $90,000 - $115,000 annually, based on experience.
• Company-provided cell phone and laptop.
• Medical, Dental, and Vision Insurance.
• 401(k) retirement plan.
• Flexible time off + 14 paid holidays (yes, your birthday is one of them!).
• Work-from-home stipend to support your remote setup.
• Remote-first work environment, fostering work-life balance and autonomy.
• Company-provided equipment.
• Join a high-performing, mission-driven team doing work that truly matters.
• And much more!

Join Our Mission!

If you're excited about building technology that protects homes and families from wildfire disasters, we want to hear from you! Apply today and become part of a fast-growing team with purpose and innovation at its core.

Diversity and inclusion are essential values at Frontline. We know we'll do our best and most impactful work when we feel represented, and we belong. We encourage talented people from a wide variety of backgrounds and experiences to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.