Senior Enterprise Customer Success Manager

Frontify
New York
Workplace: HybridFull timeUSD 140,000 - 150,000 annuallyFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Communication","Relationship-building","Proactive problem-solving"]

Drive customer happiness to new highs by advising and guiding enterprise customers across the US market. Own onboarding, training, and long-term stakeholder relationships, serving as the primary point of contact for inquiries and issues. Monitor usage to improve adoption, and manage renewals, upsell, and cross-sell in partnership with Account Managers. Collaborate with Sales, Product, Technical Support, and Marketing to ensure a seamless customer experience.

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FursaFursa
Frontify
Frontify
11 months ago

Senior Enterprise Customer Success Manager

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Last checked: 40 minutes agoStatus: Live

Job Summary

Drive customer happiness to new highs by advising and guiding enterprise customers across the US market. Own onboarding, training, and long-term stakeholder relationships, serving as the primary point of contact for inquiries and issues. Monitor usage to improve adoption, and manage renewals, upsell, and cross-sell in partnership with Account Managers. Collaborate with Sales, Product, Technical Support, and Marketing to ensure a seamless customer experience.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Guide new customers through onboarding and deliver comprehensive training to ensure maximum product value.
  • •Build and maintain long-term relationships with key stakeholders through regular check-ins and feedback.
  • •Serve as the primary point of contact for customer inquiries and issues, ensuring timely resolution.
  • •Monitor customer usage patterns to identify underutilization and implement strategies to increase adoption.
  • •Manage renewal, upsell, and cross-sell processes in collaboration with Account Managers to drive retention.

Pay and Benefits

Salary: USD 140,000 - 150,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid LeaveParental LeaveLearning BudgetHome OfficeCommuter Benefits

Key Requirements

  • •6+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment.
  • •Comfort traveling to the New York office at least twice per week.
  • •Strong onboarding skills that proactively drive product adoption, engagement, and satisfaction.
  • •Experience using tools such as Gong and Salesforce to track interactions and drive data-informed decisions.
  • •Comfort working with key customer metrics including Adoption Rate, NRR, CLV, NPS, and Churn Rate.
Experience:6+ yearsSaaS
Skills:CommunicationRelationship-buildingProactive problem-solving
Tech Stack:GongSalesforce

Company Brief

Frontify
Provides a cloud-based brand management platform that helps companies centralize brand assets, design systems, guidelines, and collaboration tools to ensure consistent brand experiences across teams and channels.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series B
Headquarters: St. Gallen, Switzerland
Founded: 2013
WebsiteLinkedIn