Manager, Customer Success
Frontify · Sankt Gallen, Saint Gallen
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
As Manager, Customer Success, you'll lead a team of Customer Success Managers responsible for driving retention, customer outcomes, and consistent execution across a growing book of enterprise customers.
You'll serve as the frontline leadership layer between the CSMs and the Director of Enterprise Customer Success EMEA, coaching performance, strengthening customer management discipline, and overseeing risk and escalation handling to keep the team focused on what matters most for customer health and retention.
What you'll do
Team leadership and people development
- Lead, coach, and develop a team of Customer Success Managers, setting a high bar for operating discipline across the team.
- Drive performance management, including feedback, accountability, coaching plans, and development conversations.
- Support hiring, onboarding, and ramping of new team members as the team evolves.
- Identify growth opportunities for team members and shape a positive, adaptive culture built on accountability and diverse perspectives.
- Run a predictable management cadence, including pipeline and renewal reviews, account reviews, forecasting discussions, and coaching touchpoints.
Customer retention, onboarding, and growth
- Ensure the team is proactively managing customer relationships, renewal readiness, adoption risk, and long-term retention.
- Oversee the customer onboarding experience, helping the team accelerate time-to-value so customers realize the benefits of the product quickly.
- Ensure timely renewals and drive a multi-year renewal strategy as the default, optimizing commercial terms.
- Guide CSMs through complex customer situations, including executive conversations, risk mitigation plans, and recovery strategies.
- Maintain visibility into high-risk accounts, strategic renewals, and customer trends across the team.
Escalation management
- Serve as the initial management layer for customer escalations.
- Bring structure, urgency, and sound judgment to escalations, helping CSMs communicate clearly and confidently with customers.
Data-driven management
- Maintain daily oversight of key metrics, including forecasting, pipeline, churn, contractions, expansion, forecast accuracy, and team capacity.
- Conduct regular deep dives into KPIs to identify gaps in execution, coaching needs, and opportunities to improve team performance.
- Partner with leadership to improve reporting, planning, and decision-making across the Customer Success organization.
Cross-functional partnership
- Partner closely with enablement, sales, support, product, and other internal stakeholders to advocate for customer needs and unblock the team.
- Contribute frontline insight on what is working, where customers are struggling, and what changes would improve outcomes at scale.
What you bring
- You bring 3-4 years of people management experience in Customer Success, account management, or a related post-sale function in SaaS.
- You are based in the St. Gallen area (or willing to relocate) and are comfortable coming into the office on average 2 days a week.
- You have a strong track record in performance management, coaching, and building accountability across a team.
- You are comfortable leading through ambiguity, using metrics and operational data to keep teams focused on the highest-impact priorities.
- You have experience managing customer risk, escalations, and complex stakeholder situations with strong judgment.
- You are highly organized and know how to create structure, follow-through, and consistency across a team.
- You have a strategic mindset that balances customer experience with revenue growth.
- You are an excellent communicator who can build trust with customers, peers, and senior internal stakeholders.
- You are comfortable using AI tools to improve productivity, decision-making, and team execution.
- You speak German & English fluently (B2 - C2).
Nice to have
- Experience working closely with onboarding, implementation, or professional services teams.
- Experience leading distributed teams across multiple geographies or time zones.
- Additional European languages.
What we offer
- A minimum of 25 days annual leave per year
- Parental, family care, and bereavement leave
- Daily sickness benefits and accident insurance
- Paid educational and wellbeing days off
- Wellbeing, learning and development, and commuter allowance
- Home office setup budget
- Pension fund: contributions paid 60% by us and 40% by you
- Access to exclusive perks and discounts from hundreds of top brands
- Workation: Work from inspiring locations around the world for up to 45 days per year!
- 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.