Hybrid Senior Enterprise Customer Success Manager

at Frontify

• Job title: Senior Enterprise Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $140,000 - $150,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Senior Enterprise Customer Success Manager focusing on customer onboarding and engagement for Frontify. Ensuring product adoption and driving business value across various customers in the US market.

Responsibilities

• 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