Frontify is the brand platform behind some of the world's leading organizations, including Microsoft, Telefónica, Bosch, Mercedes-Benz, and Kia. We help every team bring brands to life — with governance in one place, seamless workflows across the tools people already use, and a foundation that's ready for AI.
We're driven by collaboration, curiosity, and the belief that great work can happen anywhere. What began in St. Gallen has grown to London, New York, and beyond. Wherever you join us, you'll take ownership from day one, shape work that reaches global brands, and help redefine how brands work in the age of AI.
What you'll shape
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.
What you'll do
Provide strategic guidance and leadership for the global Scaled Customer Success organization, supporting a large customer base (600 customers, 1-20K ACV) through repeatable and efficient engagement models
Design and execute CS strategies that drive adoption, renewal confidence, and expansion, aligned with global revenue objectives
Own the optimization and evolution of AI- and automation-enabled CS workflows, including:
Scaled onboarding and adoption support
Proactive customer engagement and risk identification
Insight generation for CSMs and leadership
Improved customer self-service and time-to-value
Drive operational excellence by improving processes, playbooks, segmentation, and tooling that enable scalable customer success without linear headcount growth
Ensure consistent execution across onboarding, adoption, renewals, and expansion motions for mid-market and scaled segments
Partner closely with Sales, Product, Marketing, Partnerships, and Revenue Operations to align on customer lifecycle strategy, including where automation and AI can best improve outcomes
Use customer, product, and revenue data to inform decisions that improve NRR, GRR, customer engagement, and CS efficiency
Represent the customer perspective internally, ensuring insights from scaled accounts inform product direction, AI initiatives, and go-to-market priorities
Foster a solutions-focused culture that encourages accountability, continuous improvement, experimentation, and constructive challenge
Comfortable with a hybrid work model, spending 2 days per week in our London office.
What you bring
10+ years in Customer Success, Account Management, or a similar customer-facing leadership role within B2B SaaS
Experience leading a scaled book of business of $20M+ ARR, with exposure to $35–50M+ environments preferred
Demonstrated success driving strong GRR and NRR outcomes in the growth segment (high volume of customers leveraging scale and automation focused playbooks)
5+ years managing teams and leading globally distributed organizations
Proven ability to operate at both a strategic and hands-on level, including stepping into customer or team situations when needed
Experience building and evolving CS operating models, including the use of automation and technology to support growth and efficiency
Strong decision-making skills grounded in customer data, product signals, and commercial insight
Clear, confident communicator with experience engaging senior internal stakeholders
Collaborative leader who builds trust, challenges constructively, and develops high-performing teams
Experience in Martech is a plus
What we offer
Private health benefits and health cash plan
Pension scheme: 5% matched
A minimum of 25 days of annual leave per year
Paid educational and wellbeing days off
Wellbeing, learning and development, and commuter allowance
Home office setup budget
Weekly free office lunch
Localized benefits
Workation: Work from inspiring locations around the world (45 days annually)
Invite to our summer company meet-up
We understand that every candidate's experience is different. If you're interested in this role but don't tick all the boxes, we still encourage you to apply.
A few things to know
Frontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future. We're committed to providing a fair and accessible recruitment process. If you have a disability and require reasonable adjustments at any stage, please speak with your Talent Partner. Any information you share will remain confidential.
This description outlines the primary duties of the role, which may evolve in response to business needs and company growth. We're looking for someone comfortable with change and excited to contribute to a dynamic environment. If this sounds like you, join us and help shape the future of branding.
We may conduct preliminary checks for successful candidates, depending on the role and in line with local laws. We'll share all relevant details during the interview process.
We use third-party artificial intelligence (AI) tools to record and transcribe interviews and to help our team review candidate profiles. These tools don’t replace human judgment, and all evaluations and final hiring decisions are made by our recruitment team. Please see our Privacy Notice for more information about how we process your data and how to exercise your privacy rights.