Senior Manager of Customer Success, Frontify

• You’re comfortable working in a hybrid format, with the ability to come to our New York office twice per week
• You bring 3-4 years of people management experience in Customer Success, Account Management, or a related post-sales leadership function in SaaS
• You have a strong track record in performance management, coaching, and building accountability across a team
• You're comfortable leading through ambiguity, using metrics and operational data to keep teams focused on the highest-impact priorities
• You have experience managing customer risk, escalations, and complex stakeholder situations with strong judgment
• You're highly organized and know how to create structure, follow-through, and consistency across a team
• You're an excellent communicator who can build trust with customers, peers, and senior internal stakeholders
• You're comfortable using AI tools to improve productivity, decision-making, and team execution
• We understand that every candidate’s experience is different. If you’re interested in this role but don’t tick all the boxes, we still encourage you to apply

Desirable

• 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
• As Senior Manager, Customer Success, you will lead a team of 4-5 Customer Success Managers responsible for driving retention, customer outcomes, and consistent execution across a growing book of enterprise customers
• You'll serve as the frontline leadership layer between CSMs and the Sr. Director of Customer Success, coaching performance, strengthening customer management discipline, and overseeing risk and escalation handling to keep the team focused on what matters most for customer health and retention
• Lead, coach, and develop a team of 4-5 Customer Success Managers setting a high bar for operating discipline across the team
• Drive performance management processes, including feedback, accountability, coaching plans, and development conversations
• Support hiring, onboarding, and ramping of new team members as the team evolves
• Run a predictable management cadence across the team, including pipeline and renewal reviews, account reviews, forecasting discussions, and coaching touchpoints
• Ensure the team is proactively managing customer relationships, renewal readiness, adoption risk, and long-term retention
• Guide CSMs through complex customer situations, including executive conversations, risk mitigation plans, and recovery strategies
• Maintain visibility into high-risk accounts, strategic renewals, and customer trends across the team
• Serve as the initial management layer for customer escalations
• Bring structure, urgency, and sound judgment to escalations, while helping CSMs communicate clearly and confidently with customers
• Maintain visibility into key performance indicators such as retention risk, renewals, churn, expansion opportunities, contractions, forecast accuracy, and team capacity
• Use data to identify gaps in execution, coaching needs, and opportunities to improve team performance
• Partner with leadership to improve reporting, planning, and decision-making across the Customer Success organization
• Partner closely with Enablement, Sales, Support, Product, and other internal stakeholders to advocate for customer needs and unblock the team
• Contribute frontline insight on what is working, where customers are struggling, and what changes would improve outcomes at scale