Senior Enterprise Customer Success Manager, Frontify
$140-150k
OTE
$112-120k
BASE
OTE: 80/20 split
2+ days a week in office
Brand management platform
Be an early applicant
Brand management platform
201-500 employees
Be an early applicant
$140-150k
OTE
$112-120k
BASE
OTE: 80/20 split
2+ days a week in office
201-500 employees
Company mission
To create a home where all brands can thrive.
Role
Who you are
- 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 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
- 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
- We’re looking for someone comfortable with change and excited to contribute to a dynamic environment. If this sounds like you, come join us and help shape what’s next
What the job involves
- 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
- 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 – 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
- 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
- This description outlines the primary duties of the role, which may evolve in response to business needs and company growth
Application process
- If there’s a fit, you’ll meet our Talent Partner to discuss your experience and explore whether Frontify is the right place for you
- We may conduct preliminary checks for successful candidates, depending on the role and in line with local laws. We’ll share all relevant details during the interview process
- We use artificial intelligence (AI) tools to record and transcribe interviews and to help our team review candidate profiles
- These tools do not replace human judgment, and all final hiring decisions are made by people
Our take
Global brands are experiencing exponential demand for more content across increasingly automated channels. Meanwhile, research has shown that employees spend about 16% of their time searching for information and assets they need, but are finding them only 56% of the time.
Frontify was created to be a central hub for companies, serving as a brand management portal that includes dynamic, modularised design systems, and brand assets that can be edited, maintained and shared with others across the company and beyond.
The company has invested past funds in its international growth and product development, doubling down on its unique combination of a full-suite service and high UX standards. It has also been expanding its executive team as it looks towards the next stage of its growth, which has begun with the acquisition of real-time image and video processing service TwicPics.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2021
$50m
SERIES C
Jan 2020
$22.3m
SERIES B
Total funding: $80.6m
Company benefits
- Flexible Working Hours: In most roles you can plan your workday around family, friends, and you – not the other way round. We do things differently. No need to clock in at 8 AM and plan your holidays 3 months in advance
- Growth and rewards: Your contributions drive the company's growth, and we believe in rewarding your efforts accordingly. As a token of our appreciation, eligible new employees will receive stock options, in addition to a company bonus if we successfully meet our goals
- Community Feeling: While many of us work remotely, we still see a lot of value in collaborative and social places. We invest in our offices and aim to bring people together in-person and virtually (and often a mix of both)
- Work From Anywhere: Home office, New York, St. Gallen – wherever you are, you can join our team. Just be sure to bring some local specialties when you visit one of our offices
- Parent Friendly: We support the families of our team. We offer paid parental leave and always remain flexible to your needs and your schedule
- Healthcare Plans: If you’re based in the US, rest assured we’ll offer you an extensive healthcare plan
Company HQ
St. Gallen, SG
Leadership
Roger Dudler
(Founder & CEO)Previously a Senior Software Engineer at Namics in Switzerland. Also worked as a Developer for over a decade at various technology companies before founding Frontify.
Salary benchmarks
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