Senior Enterprise Customer Success Manager
Frontify · New York City, New York
Frontify is the brand platform behind some of the world's leading organizations, including Microsoft, Telefónica, Bosch, Mercedes-Benz, and Kia. We help every team bring brands to life — with governance in one place, seamless workflows across the tools people already use, and a foundation that's ready for AI.
We're driven by collaboration, curiosity, and the belief that great work can happen anywhere. What began in St. Gallen has grown to London, New York, and beyond. Wherever you join us, you'll take ownership from day one, shape work that reaches global brands, and help redefine how brands work in the age of AI.
What you'll shape
You'll work to drive our 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.
What you’ll do
- Guide new customers through onboarding and provide comprehensive training to ensure maximum value of our product.
- Develop and maintain strong, long-term relationships with key stakeholders, conducting regular check-ins to gather feedback and provide updates.
- Act as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution.
- Monitor customer usage patterns to identify underutilization and provide strategies to increase adoption.
- Oversee the renewal, upsell, and cross-sell process, collaborating with Account Managers as needed to address concerns and ensure customer retention.
- Work with customers to develop and implement strategies that align our product’s capabilities with their business goals.
- Collaborate closely with sales, product, technical support, and marketing teams to ensure a seamless customer experience and spearhead interdepartmental initiatives.
What you bring
- 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've 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 trusting relationships (both internally and customer-facing).
- Your friends would describe you as authentic, intrinsically motivated, and responsible.
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
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.
A few things to know
Frontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future. We're committed to providing a fair and accessible recruitment process. If you have a disability and require reasonable adjustments at any stage, please speak with your Talent Partner. Any information you share will remain confidential.
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, join us and help shape the future of branding.
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 third-party artificial intelligence (AI) tools to record and transcribe interviews and to help our team review candidate profiles. These tools don’t replace human judgment, and all evaluations and final hiring decisions are made by our recruitment team. Please see our Privacy Notice https://www.frontify.com/en/legal/privacy-notice for more information about how we process your data and how to exercise your privacy rights.