New to Front

Welcome to Front, @ttautkus! Great to have you here. 🎉

Using Front for a Scaled Customer Success model is a really popular use case, and you're going to love how well it fits. Here are a few tips to get you started:

Set up shared inboxes by segment or book of business. Instead of giving every CSM their own inbox, consider organizing by customer tier, region, or lifecycle stage. This gives your team shared visibility into every conversation and makes it easy for teammates to jump in when someone's out. More on shared inboxes here: Add and use shared inboxes

Use tags to categorize customer interactions. Tags like "renewal," "onboarding," "at-risk," or "expansion" help your team quickly prioritize and report on the types of conversations happening across your book. You can pair these with Analytics to track trends over time.

Automate the repetitive stuff with rules. Front's rules engine can automatically assign, tag, and route conversations based on things like the sender's domain, keywords, or SLA timelines. This is a huge time-saver when you're managing hundreds of accounts. Check out how to automate actions with rules.

Lean on message templates for consistency. When you're doing scaled outreach (check-ins, QBRs, renewal nudges), having a library of message templates keeps your communication consistent without feeling robotic. Here's how to set those up.

Use accounts and contacts to keep context front and center. Connecting your customer data (or syncing from your CRM) means anyone on the team can see the full conversation history for a customer at a glance, no digging required. Learn more about accounts here.

And if you want some real-world inspiration, check out how Seso keeps farmer relationships personal at scale using Front. It's a great example of a CS team doing exactly what you're building toward.

Feel free to ask more questions as you get set up. This community (and our team) is here to help. Happy Fronting! 🚀