Enterprise Customer Success Manager
Frontify
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $112,000 - $125,000 per year
Job Level
Mid-LevelSenior
About the role
- Guide new customers through onboarding and provide comprehensive training to ensure maximum value of the product
- Develop and maintain strong, long-term relationships with key stakeholders, conducting regular check-ins to gather feedback and provide updates
- Act as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution
- Monitor customer usage patterns to identify underutilization and provide strategies to increase adoption
- Oversee the renewal, upsell, and cross-sell process, collaborating with Account Managers as needed to ensure customer retention
- Work with customers to develop and implement strategies that align the product’s capabilities with their business goals
- Collaborate closely with sales, product, technical support, and marketing teams to ensure a seamless customer experience and spearhead interdepartmental initiatives
Requirements
- Comfortable and excited to come to our New York office at least twice per week
- 4-5+ years of experience in Customer Success or Account Management in a fast-paced SaaS environment
- Strong onboarding skills and ability to proactively increase product adoption, customer engagement, and satisfaction
- Experience leveraging tools like Gong and Salesforce to track customer interactions and drive data-informed decisions
- Familiarity with key customer success metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate
- Impressive communication skills and ability to build trustful relationships (internal and customer-facing)
- Experience managing renewals, upsell, and cross-sell processes
- Collaborative mindset to work with sales, product, technical support, and marketing teams