Customer Success Manager

2 months ago

New York, New York, United States Frontify Full time

Your new company

A lot has changed at Frontify over the last decade, but people continue to be at the heart of our vision.

Every day, we empower thousands of brand builders worldwide — including teams at Lufthansa, KIA, Vodafone, and Uber — to create brands that have an impact. Our more than 300 employees collaborate and engage in and around our headquarters in St. Gallen, Switzerland, and offices in London and New York City. And we're looking for new team members to join us.

We're built on a collaborative culture of experimentation, trust, and transparency. If you want to help us achieve our mission of creating a home where brands can thrive, read on.

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 autonomously 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.

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 manage the renewal, upsell, and cross sell process, addressing any concerns to 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 twice per week.
  • You have 3+ years of experience in Customer Success or Account Management.
  • 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 have impressive communication skills, and you can build trustful relationships (both internally and customer-facing).
  • You're comfortable in the tech space and have a talent for automation.
  • Your friends would describe you as authentic, intrinsically motivated, and responsible.

Why join us?

· We want to see you thrive; we'll provide you the tools to shape your place and future at Frontify.

· We have a product that helps to connect brands and people with a human element.

· We offer you the chance to enjoy your work, offering flexibility, opportunity, and exposure to new technologies and ideas.

· We are a social bunch so if you are an animal lover, a student of yoga, or love travel, we have all the slack channels you need

What we offer

· We encourage you to take at least 5 weeks of holiday

· Sponsored medical, dental and vision plans + 401k plans

· Budget for home office set-up

· Biannual salary review

· Additional localized benefits

· Invite to our annual, summer company meet-up

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

1) Send us your CV and answer some questions: You'll hear back from us with updates on your application.

2) Virtual call with the recruiter: You'll meet the Talent team to discuss Frontify, the role, and your passions and skills.

3) Virtually meet the team: You'll meet your new team over a few calls. You'll discuss the role, showcase your skills through your answers or a task (or both), and get a feel for the brand-new journey that's awaiting you.

4) Join us: If all goes well, you'll join Frontify's journey soon.

We also want 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.

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