Frontify · 8 hours ago
Customer Success Manager
New York, NY
Full-time
Hybrid
Mid Level
$112K/yr - $120K/yr
3+ years expFrontify is a brand platform that helps teams organize digital assets and create engaging campaigns. The Customer Success Manager will drive customer happiness by guiding clients through onboarding, maintaining relationships, and ensuring they derive maximum value from the platform.
Brand MarketingCollaborationSaaSSoftwareWeb DesignWeb Development
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 oversee the renewal, upsell, and cross-sell process, collaborating with Account Managers as needed to address concerns and 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
Qualification
Required
3-4+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment
Comfortable and excited to come to the New York office at least twice per week
Natural at onboarding, proactively increasing product adoption, customer engagement, and satisfaction with a human and empathetic approach
Experience leveraging tools like Gong and Salesforce to track customer interactions, analyze insights, and drive data-informed decisions
Ability to manage operational aspects of the customer lifecycle
Understanding of metrics such as Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more
Impressive communication skills and ability to build trustful relationships (both internally and customer-facing)
Described by friends as authentic, intrinsically motivated, and responsible
Benefits
Medical, dental, and vision coverage with fully company-paid plan options
401k with 5% matching
A minimum of 25 days of PTO per year
Paid educational and wellbeing days off
Parental, bereavement, and sick leave
Wellbeing, learning and development, and commuter allowance
Home office setup budget
Weekly free office lunch
Workation: Work from inspiring locations around the world (45 days annually)
Invite to our summer company meet-up
Company
Frontify
Frontify is a cloud-based brand management platform for creators and collaborators of brands.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$80.54MKey Investors
RevaiaEQT VenturesBlossom Capital
2021-09-27Series C· $49.94M
2020-01-28Series B· $22.3M
2018-10-09Series A· $8.3M
Leadership Team
Roger Dudler
Founder & CEO
Michael Müller
Chief of Staff
Recent News
2025-02-26
PR Newswire
2025-02-25
Company data provided by crunchbase