Senior Enterprise Customer Success Manager

We're all about helping brands turn ideas into impact.

Frontify’s brand platform transforms how teams organize digital assets, collaborate on projects, and create engaging campaigns. Our people empower thousands of marketers and designers — including teams at Uber, Microsoft, Volkswagen, and Telefónica — to build engaging brands.

With headquarters in St. Gallen, Switzerland, and offices in London and New York City, we share a vibrant culture built on creativity, collaboration, inclusion, and joy. And we’re on the lookout for new team members to share our vision. If you’re ready for a brand-new adventure, keep reading!

Your team
This international team is made up of a strategic and driven bunch who have diverse skill sets in design, agencies, project management, and, of course, customer success. Together, they combine their skills to support our customers to bring their brand to the next level. When they’re not advising, supporting, or guiding our customers on the latest features, they'll be enjoying the great outdoors, hanging out with their friends and family, or even sailing.

Your mission
You'll work to drive our enterprise customer happiness to a new, all-time high by advising and guiding a wide variety of customers within the US market – and maybe even beyond. With your help, they’ll launch Frontify successfully, adopt it widely, and continually drive business value from the platform. Over time, you’ll build up trustful, strategic relationships that contribute to our fast-growing business.

Your responsibilities:
• You'll guide new customers through onboarding and provide comprehensive training to ensure maximum value of our product.
• You'll develop and maintain strong, long-term relationships with key stakeholders, conducting regular check-ins to gather feedback and provide updates.
• You'll act as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution.
• You'll monitor customer usage patterns to identify underutilization and provide strategies to increase adoption.
• You'll oversee the renewal, upsell, and cross-sell process, collaborating with Account Managers as needed to address concerns and ensure customer retention.
• You'll work with customers to develop and implement strategies that align our product’s capabilities with their business goals.
• You'll collaborate closely with sales, product, technical support, and marketing teams to ensure a seamless customer experience and spearhead interdepartmental initiatives.

Your story:
• You feel comfortable and excited to come to our New York office at least twice per week.
• You have 6+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment.
• You're a natural at onboarding, proactively increasing product adoption, customer engagement, and satisfaction with your human and empathetic approach.
• You have leveraged tools like Gong and Salesforce to track customer interactions, analyze insights, and drive data-informed decisions, while managing operational aspects of the customer lifecycle.
• You see the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more.
• You have impressive communication skills, and you can build trustful relationships (both internally and customer-facing).
• Your friends would describe you as authentic, intrinsically motivated, and responsible.

We understand that every candidate’s experience is different. If you’re interested in this role but don’t tick all the boxes, we still encourage you to apply.

Why join us?
- Thrive with the tools and support to shape your future at Frontify.
- Be part of a product that connects brands and people with a human touch.
- Enjoy flexibility, opportunities to grow, and exposure to innovative technologies and ideas.
- Join a vibrant, social team—whether you love animals, yoga, or travel, we’ve got the Slack channels for you!

What we offer
- Medical, dental, and vision coverage with fully company-paid plan options
- 401k with 5% matching
- A minimum of 25 days of PTO per year
- Paid educational and wellbeing days off
- Parental, bereavement, and sick leave
- Wellbeing, learning and development, and commuter allowance
- Home office setup budget
- Weekly free office lunch
- Workation: Work from inspiring locations around the world (45 days annually)
- Invite to our summer company meet-up

Important to us
Frontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future.

We’re committed to providing an inclusive recruitment experience. If you need an accommodation due to a disability or any other protected reason, please contact [email protected] or speak with your Talent Partner. All accommodation requests are confidential and will be handled in line with applicable laws.

Next steps
If there’s a fit, you’ll meet our Talent Partner to discuss your experience and explore whether Frontify is the right place for you.

This description outlines the primary duties of the role, which may evolve in response to business needs and company growth. We’re looking for someone comfortable with change and excited to contribute to a dynamic environment. If this sounds like you, come join us and help shape what’s next.

We may conduct preliminary checks for successful candidates, depending on the role and in line with local laws. We’ll share all relevant details during the interview process.

We use artificial intelligence (AI) tools to record and transcribe interviews and to help our team review candidate profiles. These tools do not replace human judgment, and all final hiring decisions are made by people. Please see our Privacy Notice for more information. (https://www.frontify.com/en/legal/privacy-notice)