Frontify

Customer Success Manager

Frontify

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $90,000 - $96,000 per year

About the role

  • Guide new customers through onboarding and provide comprehensive training to ensure maximum product value
  • Develop and maintain strong, long-term relationships with key stakeholders, conducting regular check-ins for feedback
  • Act as the primary point of contact for customer inquiries and issues, ensuring timely resolution
  • Monitor customer usage patterns to identify underutilization and provide strategies for increased adoption
  • Oversee renewal, upsell, and cross-sell processes, collaborating with Account Managers as needed for customer retention
  • Work with customers to align strategies that leverage our product’s capabilities with their business goals
  • Collaborate closely with sales, product, technical support, and marketing teams for a seamless customer experience

Requirements

  • 3-4+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment
  • Able to comfortably and excitedly come to our New York office at least twice per week
  • Proven track record in onboarding, proactively increasing product adoption, customer engagement, and satisfaction with an empathetic approach
  • Experience with tools like Gong and Salesforce to track customer interactions, analyze insights, and drive data-informed decisions
  • Familiarity with key customer metrics such as Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, etc.
  • Excellent communication skills, capable of building trustful relationships (both internally and customer-facing)
  • Described by friends as authentic, intrinsically motivated, and responsible
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementonboardingproduct adoptioncustomer engagementcustomer satisfactiondata analysiscustomer metrics
Soft Skills
communicationrelationship buildingempathymotivationresponsibilityauthenticity