Senior Enterprise Customer Success Manager

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 enterprise customer happiness to a new, all-time high by advising and guiding a wide variety of customers within the US market. 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

• 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.
• Cook up with customers, sales, product, technical support, and marketing teams to ensure a seamless customer experience, and lead interdepartmental initiatives.

Your story

You're able to work on-site at our New York City office twice a 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 see the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more.
You confidently use AI tools to streamline daily workflows, personalize customer outreach, and surface insights faster, while knowing when human judgment should lead.
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 have impressive communication skills, and you can build trustful relationships (both internally and customer-facing).

Pay and Benefits

$140,000 - $150,000 a year
Compensation Base salary ranges from $112,000 - $120,000
With base and commission included, from $140,000 - $150,000
OTE + benefits (80/20 split)
Pay range varies depending on qualifications and experience
Provided compensation range is specific to the state of NY’s labor market and may vary for employees living in other areas