Customer Success Manager - Frontify : Job Details

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 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. Your 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.

Your story

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

$81,600 - $96,000 a year OTE: $102,000 - $120,000 Why join us? - Thrive with the tools and support to shape your future at Frontify. - Be part of a product that connects brands and people with a human touch. - Enjoy flexibility, opportunities to grow, and exposure to innovative technologies and ideas. - Join a vibrant, social team-whether you love animals, yoga, or travel, we've got the Slack channels for you! What we offer - At least 5 weeks of holiday (PTO) - Paid educational and well-being days off - Home office setup budget - Annual salary review - Localized benefits - Invite to our summer company meet-up in Switzerland Important to us At Frontify, we believe in being true to ourselves: We are committed to creating and fostering an inclusive environment of vibrant individuals whose diverse perspectives build our collective future. We aim to provide equal opportunities and nurture a workplace free of harassment and discrimination. Next Steps Apply: Submit your CV and answer a few questions. We'll update you on your application. Talent Partner: Meet our Talent Team to discuss Frontify, the role, and your background. Team Meetings: Connect with your future team, discuss the role, showcase your skills, and explore your potential new journey. Join Us: If it's a match, welcome to Frontify! We are not here to solve one problem - we are here to change a system. Join us! We also wanted to let you know that we may run preliminary checks on successful candidates. In the instance we run a preliminary check, it will depend on the role you are applying for and will be done in accordance with the applicable law of the country of employment. We'll provide you with all the details about the next steps during the interview process