Director of Scaled Customer Success, Global

Frontify
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Strategic leadership","Decision-making","Stakeholder communication","Collaboration","Continuous improvement"]

Lead the global Scaled Customer Success organization, supporting a large customer base with repeatable, efficient engagement models. Own customer success strategies that drive adoption, renewal confidence, and expansion aligned to revenue objectives. Optimize AI- and automation-enabled workflows (onboarding, proactive engagement, risk identification, self-service) and improve CS operating models, playbooks, segmentation, and tooling to scale without linear headcount growth.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Frontify
Frontify
2 weeks 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: 17 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Lead the global Scaled Customer Success organization, supporting a large customer base with repeatable, efficient engagement models. Own customer success strategies that drive adoption, renewal confidence, and expansion aligned to revenue objectives. Optimize AI- and automation-enabled workflows (onboarding, proactive engagement, risk identification, self-service) and improve CS operating models, playbooks, segmentation, and tooling to scale without linear headcount growth.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: 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 optimization and evolution of AI- and automation-enabled CS workflows, including scaled onboarding/adoption, proactive engagement and risk identification, and improved self-service and time-to-value.
  • •Drive operational excellence by improving processes, playbooks, segmentation, and tooling to enable scalable customer success without linear headcount growth.
  • •Partner with Sales, Product, Marketing, Partnerships, and Revenue Operations to align on customer lifecycle strategy and use customer/product/revenue data to improve NRR, GRR, and CS efficiency.

Pay and Benefits

Perks:Health InsurancePensionPaid LeaveLearning BudgetHome OfficeCommuter Benefits

Key Requirements

  • •10+ years in Customer Success, Account Management, or similar customer-facing leadership in B2B SaaS.
  • •Experience leading a scaled customer book of business with $20M+ ARR (exposure to $35–50M+ preferred).
  • •Proven success driving strong GRR and NRR outcomes in the growth segment using scale and automation-focused playbooks.
  • •5+ years managing teams and leading globally distributed organizations.
  • •Ability to build and evolve CS operating models using automation and technology to improve growth and efficiency.
Experience:B2B SaaS
Skills:Strategic leadershipDecision-makingStakeholder communicationCollaborationContinuous improvement
Tech Stack:AIAutomation

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