Senior Enterprise Customer Success Manager

About the role

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. You'll work to 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.

Responsibilities

• Guide new customers through onboarding and provide comprehensive training to ensure maximum value of our product.
• Develop and maintain strong, long-term relationships with key stakeholders, conducting regular check-ins to gather feedback and provide updates.
• Act as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution.
• Monitor customer usage patterns to identify underutilization and provide strategies to increase adoption.
• Oversee the renewal, upsell, and cross-sell process, collaborating with Account Managers as needed to address concerns and ensure customer retention.
• Work with customers to develop and implement strategies that align our product’s capabilities with their business goals.
• Collaborate closely with sales, product, technical support, and marketing teams to ensure a seamless customer experience and spearhead interdepartmental initiatives.

Requirements

• You feel comfortable and excited to come to our New York office at least twice per week.
• You have 6+ 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've 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 Ret