Manager, Customer Success

Frontify
Switzerland
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 3-4 yearsSkills: ["People leadership","Coaching","Performance management","Judgment","Communication"]

Lead a team of Customer Success Managers to drive enterprise retention, customer outcomes, and consistent execution. You’ll serve as the frontline leadership layer between CSMs and the Director of Enterprise Customer Success EMEA—coaching performance, strengthening customer management discipline, and handling escalations and risk. Own onboarding oversight, renewals readiness, multi-year renewal strategy, and daily KPI visibility across forecasting, churn, contractions, and expansion.

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FursaFursa
Frontify
Frontify
1 day ago

Manager, Customer Success

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Job Summary

Lead a team of Customer Success Managers to drive enterprise retention, customer outcomes, and consistent execution. You’ll serve as the frontline leadership layer between CSMs and the Director of Enterprise Customer Success EMEA—coaching performance, strengthening customer management discipline, and handling escalations and risk. Own onboarding oversight, renewals readiness, multi-year renewal strategy, and daily KPI visibility across forecasting, churn, contractions, and expansion.
Location: Switzerland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of Customer Success Managers, setting high standards for operating discipline.
  • •Run performance management including feedback, accountability, coaching plans, and development conversations; support hiring and onboarding.
  • •Ensure proactive customer relationship management for renewal readiness, adoption risk, and long-term retention; oversee onboarding to accelerate time-to-value.
  • •Serve as the initial management layer for customer escalations, providing structure, urgency, and sound judgment.
  • •Maintain daily KPI oversight (forecasting, pipeline, churn, contractions, expansion, forecast accuracy, capacity) and conduct KPI deep dives to drive improvement.

Pay and Benefits

Perks:Annual LeaveParental LeaveAccident InsuranceLearning DaysHome OfficeCommuter BenefitsPension Fund

Key Requirements

  • •3–4 years of people management experience in Customer Success, account management, or related post-sale functions in SaaS.
  • •Track record in performance management, coaching, and building accountability across a team.
  • •Strong ability to lead through ambiguity using metrics and operational data.
  • •Experience managing customer risk, escalations, and complex stakeholder situations with sound judgment.
  • •Fluent in German and English (B2–C2).
Experience:3-4 yearsSaaSEnterprise customersCustomer successPost-saleDistributed teams
Skills:People leadershipCoachingPerformance managementJudgmentCommunication
Languages:GermanEnglish
Tech Stack:AIMetricsForecasting

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