Customer Success Manager (Self-Guided)

Your new company

A lot has changed at Frontify over the last decade, but people continue to be at the heart of our vision. 

Every day, we empower thousands of brand builders worldwide — including teams at Lufthansa, KIA, Vodafone, and Uber — to create brands that have an impact. Our more than 300 employees collaborate and engage in and around our headquarters in St. Gallen, Switzerland, and offices in London and New York City. And we’re looking for new team members to join us. 

We’re built on a collaborative culture of experimentation, trust, and transparency. If you want to help us achieve our mission of creating a home where brands can thrive, read on.

Your team

This international team is made up of a strategic and driven bunch who have diverse skill sets in design, agencies, project management, and, of course, customer success. Together, they combine their skills to support our customers to bring their brand to the next level. When they’re not advising, supporting, or guiding our customers on the latest features, they'll be enjoying the great outdoors, hanging out with their friends and family, or even sailing.

Your Mission

Join our Self-Guided Customer Success team and play a pivotal role in supporting and guiding a wide variety of customers across the US, EMEA, and ROW markets. You'll help customers unlock the full potential of Frontify by leveraging a mix of one-to-many resources and tailored interactions to drive adoption, engagement, and long-term success. Your efforts will ensure customers achieve their goals while contributing to our fast-growing business.

This role is ideal for someone who thrives in a collaborative, resource-driven environment and is excited to help shape the future of customer success at Frontify! 

Your responsibilities

• You’ll help customers succeed by guiding them through Frontify’s self-guided approach, leveraging one-to-many resources to deliver training, best practices, and proactive insights.
• You’ll manage customer inquiries reactively by handling Salesforce cases and proactively by monitoring account health, renewals, and performance metrics.
• You’ll collaborate with team members to support customer needs in a pooled, round-robin format, ensuring a consistent and high-quality experience.
• You’ll drive customer engagement by using resources like the Customer Hub, Training Workshops, and Academy to help them adopt and expand their use of the platform.
• You’ll identify opportunities to improve customer outcomes, reduce churn, and increase satisfaction through process improvements and new materials.
• You’ll actively contribute to the evolution of our Self-Guided Customer Success model by sharing insights, suggesting improvements, and helping implement new initiatives.

Your story

• You’re able to work remotely from anywhere in the UK but feel comfortable and excited to come to our London office from time to time. 
• You have 2+ years of experience in Customer Success, Account Management, or a similar customer-focused role, ideally in the SaaS industry. 
• You thrive in the tech space, and have a knack for leveraging automation and internal resources to efficiently drive customer success and best practices.
• You're skilled in managing individual customer cases via Salesforce, handling inquiries as they arise, and leveraging account insights to monitor customer health, manage renewals, and ensure strong account performance.
• You proactively track and improve key metrics, including Adoption Rate, Net Revenue Retention, Churn Rate, Average Ticket Duration, and Customer Satisfaction (CSAT) / NPS (Net Promoter Score).
• You are comfortable delivering customer support in a team-based, round-robin format, ensuring consistent and timely responses.
• You are authentic, reliable, and resourceful, with impressive communication skills and can build trustful, professional relationships across diverse customer bases and teams.
• You speak English fluently; an additional language such as French or German is a plus.

Why join us?

· We want to see you thrive; we’ll provide you the tools to shape your place and future at Frontify.

· We have a product that helps to connect brands and people with a human element.

· We offer you the chance to enjoy your work, offering flexibility, opportunity, and exposure to new technologies and ideas.

· We are a social bunch so if you are an animal lover, a student of yoga, or love travel, we have all the slack channels you need!

What we offer

· We encourage you to take at least 5 weeks of holiday

· Budget for home office set-up

· Annual salary review

· Additional localized benefits

· Invite to our annual, summer company meet-up

Important to us

At Frontify, we believe in being true to ourselves: We are committed to creating and fostering an inclusive environment of vibrant individuals whose diverse perspectives build our collective future. We aim to provide equal opportunities and nurture a workplace free of harassment and discrimination.

Next steps

1) Send us your CV and answer some questions: You’ll hear back from us with updates on your application.

2) Virtual call with the Recruiter: You'll meet the Talent team to discuss Frontify, the role, and you – your passions, your skills, you.

3) Virtually meet the team: You'll meet your new team over a few calls. You'll discuss the role, showcase your skills through your answers or a case study (or both), and get a feel for the brand-new journey that's awaiting you.

4) Join us: If all goes well, you'll join Frontify's journey soon.

We also wanted to let you know that we may run preliminary checks on successful candidates. In the instance we run a preliminary check, it will depend on the role you are applying for and will be done in accordance with the applicable law of the country of employment. We’ll provide you with all the details about the next steps during the interview process