The truth behind hitting $100M ARR: Software alone can’t build relationships. People do.

Front was built on a simple belief: customer relationships are the foundation of every great business.

In our earliest days, that belief shaped everything we did, from designing our shared inbox to onboarding our first customers to hiring our first teammates. Over the years, this belief has only deepened as customer expectations have continued to rise.

Because software alone can’t build relationships, people do.

In an increasingly automated world, balancing efficiency and authenticity has never been more important. 

That mission has carried us through billions of conversations and countless launches. And now, it’s brought us to a milestone worth celebrating:

Front has surpassed $100M in annual recurring revenue.

We didn’t get here overnight. The achievement is a rare milestone reached by less than 1% of SaaS businesses. It took persistence, hard decisions, and constant evolution. But the core belief hasn’t changed: software should empower teams to do their best work, not replace them.

And we’ve reached this milestone by staying focused on customer impact.

What we’ve shipped to help support teams thrive

In just the past year, we’ve launched major AI and product innovations to make a high-quality customer experience scalable. Front AI has evolved to support the changing needs of customer service teams, with powerful tools to analyze, assist, and automate workflows with complete control. Looking back at the last quarter alone, we’ve released:

• Topics to classify every conversation and spot trends in real time

• Copilot to give your team a jumpstart on responding while maintaining control and oversight with real-time suggested replies

• Smart QA to automate quality assurance and surface coaching insights 

• Smart CSAT to infer and track customer satisfaction without sending surveys

• Workforce Management to help teams plan shifts, manage time off, and balance workloads automatically

• A redesigned inbox that brings clarity and focus to every workflow 

• Expanded capabilities across chat, voice, and self-serve, helping teams deliver fast, consistent support across channels

And there’s more to come for both agentic AI and best-in-class tools for your team, because exceptional service requires both. Unlike other tools that focus only on deflection or require time-consuming, costly implementations, our next launch will include our omnichannel AI agent that gets it right from day one. It learns from your conversation history in real time for instant resolutions without the lengthy setup and gives you complete control over when AI should respond, take action, or hand off to a human. We’re also expanding Front to more channels like Slack and streamlining internal tasks to help your team resolve their conversations faster than ever, while delivering the top-quality service your customers demand.

Industry leaders are choosing Front 

Today, over 9,000 companies use Front. What they share is a belief that customer support is a strategic advantage, not a cost center: 

• Reed & Mackay: a travel management company owned by Navan, boosted productivity 43%, beat SLAs by 50%, and hit 97% CSAT after switching to Front

• Uber Freight: a leader in logistics responds to emails 50% faster and proactively resolves customer issues using Front’s unified communication, collaboration, and analytics tools

• Branch: a financial services provider, cut email response times by 75%, raised CSAT from 85% to 90%, and achieved a 482% ROI while saving $715K in productivity and costs

As more teams see the impact of Front on their customer experience, they’re doubling down with wider adoption and increased scale. 

Last quarter we: 

• Closed the most >$50K Annual Contract Value (ACV) transactions in company history

• Signed Front’s largest landed new business ACV deal with a nationwide financial services company

• Hit a record for new business sales

But the real story isn’t in the numbers. It’s in what they represent: trust, partnership, and a platform that scales with teams as they grow.

What’s next

Tooling should never be the blocker to exceptional customer experiences. That’s why customer feedback, real-world problems they’re trying to solve, and an all-around better way of working fuel every feature we ship.

If you want to see what we’re launching next, join us for a webinar on October 1 at 10 am PT.

To every customer who’s been part of the journey: thank you. We can’t wait to reveal what we’re building for you.