Senior Enterprise Customer Success Manager

Frontify•New York, NY

1d•Hybrid

About The Position

Frontify is hiring a Senior Enterprise Customer Success Manager to guide customers in the US market and potentially beyond. The role focuses on helping customers launch Frontify successfully, adopt the platform widely, and continually achieve business value from it. The manager will build trusted, strategic customer relationships and contribute to customer happiness, retention, and the company’s growth. The position involves onboarding and training customers, maintaining relationships with key stakeholders, responding to customer needs, monitoring usage and adoption, and supporting renewals and account growth. The manager will also work with customers to align the platform with their business goals and collaborate across internal teams to deliver a seamless customer experience. The role is based around working from Frontify’s New York office at least twice per week.

Requirements

At least 6 years of experience in Customer Success or Account Management in a fast-paced SaaS environment.
Comfort and enthusiasm for working from the New York office at least twice per week.
Experience onboarding customers and proactively increasing product adoption, engagement, and satisfaction using a human and empathetic approach.
Experience using tools such as Gong and Salesforce to track customer interactions, analyze insights, make data-informed decisions, and manage customer lifecycle operations.
Understanding of metrics including Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, and Churn Rate.
Strong communication skills and the ability to build trusting internal and customer-facing relationships.
Authentic, intrinsically motivated, and responsible.

Responsibilities

Guide new customers through onboarding and provide comprehensive product training.
Develop and maintain long-term relationships with key stakeholders through regular check-ins, feedback gathering, and updates.
Serve as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution.
Monitor customer usage patterns, identify underutilization, and develop strategies to increase adoption.
Oversee renewals, upsells, and cross-sells, collaborating with Account Managers to address concerns and support customer retention.
Help customers develop and implement strategies that align the product’s capabilities with their business goals.
Collaborate with sales, product, technical support, and marketing teams to provide a seamless customer experience and lead interdepartmental initiatives.