Frontify

1 month ago

Director of Scaled Customer Success, Global

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead Frontify’s global Scaled Customer Success organization, overseeing a large B2B SaaS book (600 customers, 1-20K ACV) across onboarding, adoption, renewals, and expansion. Design AI- and automation-enabled CS workflows, build scalable processes, and partner with Sales, Product, Marketing, and Revenue Ops to drive NR R, GRR, and overall CS efficiency.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Provide strategic guidance and leadership for the global Scaled Customer Success organization, supporting a large customer base through repeatable engagement models
•Design and execute CS strategies that drive adoption, renewal confidence, and expansion, aligned with global revenue objectives
•Own the optimization and evolution of AI- and automation-enabled CS workflows, including scaled onboarding and adoption support, proactive engagement, and risk identification
•Drive operational excellence by improving processes, playbooks, segmentation, and tooling to enable scalable CS without linear headcount growth
•Partner with Sales, Product, Marketing, Partnerships, and Revenue Operations to align on customer lifecycle strategy and leverage automation/AI to improve outcomes

Pay and Benefits

Perks:Health InsurancePensionAnnual LeaveHome OfficeRemote Work

Key Requirements

•10+ years in Customer Success, Account Management, or a similar leadership role within B2B SaaS
•Experience leading a scaled book of business of $20M+ ARR, with exposure to $35–50M+ environments preferred
•5+ years managing teams and leading globally distributed organizations
•Proven ability to operate at both strategic and hands-on levels, stepping into customer or team situations when needed
•Experience building and evolving CS operating models, including the use of automation and technology to support growth and efficiency

Experience:10+ years

Skills:CommunicationLeadershipProblem-solvingStrategic thinkingTeam management

Languages:English

Tech Stack:AIAutomationData analyticsCRM

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

Website LinkedIn

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Frontify

1 month ago

Director of Scaled Customer Success, Global

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Provide strategic guidance and leadership for the global Scaled Customer Success organization, supporting a large customer base through repeatable engagement models
•Design and execute CS strategies that drive adoption, renewal confidence, and expansion, aligned with global revenue objectives
•Own the optimization and evolution of AI- and automation-enabled CS workflows, including scaled onboarding and adoption support, proactive engagement, and risk identification
•Drive operational excellence by improving processes, playbooks, segmentation, and tooling to enable scalable CS without linear headcount growth
•Partner with Sales, Product, Marketing, Partnerships, and Revenue Operations to align on customer lifecycle strategy and leverage automation/AI to improve outcomes

Pay and Benefits

Perks:Health InsurancePensionAnnual LeaveHome OfficeRemote Work

Key Requirements

•10+ years in Customer Success, Account Management, or a similar leadership role within B2B SaaS
•Experience leading a scaled book of business of $20M+ ARR, with exposure to $35–50M+ environments preferred
•5+ years managing teams and leading globally distributed organizations
•Proven ability to operate at both strategic and hands-on levels, stepping into customer or team situations when needed
•Experience building and evolving CS operating models, including the use of automation and technology to support growth and efficiency

Experience:10+ years

Skills:CommunicationLeadershipProblem-solvingStrategic thinkingTeam management

Languages:English

Tech Stack:AIAutomationData analyticsCRM

Company Brief

Frontify

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series B

Headquarters: St. Gallen, Switzerland

Founded: 2013

Website LinkedIn