Enterprise Customer Success Manager

Frontify•New York, NY

1d•$90,000 - $96,000•Hybrid

About The Position

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 mid market and enteprise 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.

Requirements

You feel comfortable and excited to come to our New York office at least twice per week.
You have 3-4+ 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.

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.