Frontify

Senior Enterprise Customer Success Manager

Frontify

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $140,000 - $150,000 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 6+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment
  • You're a natural at onboarding, proactively increasing product adoption, customer engagement, and satisfaction with your human and empathetic approach.
  • You have leveraged tools like Gong and Salesforce to track customer interactions, analyze insights, and drive data-informed decisions, while managing operational aspects of the customer lifecycle.
  • You see the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more.
  • You have impressive communication skills, and you can build trustful relationships (both internally and customer-facing).
  • Your friends would describe you 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
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 AnalysisOperational ManagementMetrics TrackingSaaS
Soft Skills
CommunicationRelationship BuildingEmpathyAuthenticityMotivationResponsibilityProactivityCollaborationTrust BuildingProblem Solving