Senior Enterprise Customer Success Manager

Frontify•New York, NY

33d•$140,000 - $150,000•Hybrid

About The Position

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. We are on the lookout for new team members to share our vision. 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.

Requirements

Able to work on-site at our New York City office twice a week.
6+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment.
Natural at onboarding, proactively increasing product adoption, customer engagement, and satisfaction with a human and empathetic approach.
Understands the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more.
Confidently uses AI tools to streamline daily workflows, personalize customer outreach, and surface insights faster, while knowing when human judgment should lead.
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.
Impressive communication skills, and can build trustful relationships (both internally and customer-facing).
Authentic, intrinsically motivated, and responsible.

Responsibilities

Guide new customers through onboarding and deliver comprehensive training to ensure maximum product value.
Cultivate strong, long-term relationships with key stakeholders through regular check-ins that gather feedback and share updates.
Serve as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution.
Track customer usage patterns to identify underutilization and recommend strategies that boost adoption.
Manage the renewal, upsell, and cross-sell process, partnering with Account Managers to address concerns and secure retention and growth.
Partner with customers to design and implement strategies that align our product's capabilities with their business goals.
Coordinate closely with sales, product, technical support, and marketing teams to ensure a seamless customer experience, and lead interdepartmental initiatives.