Senior Manager, Customer Success

New York, NYCustomer Success – Customer Management /Full-time /HybridWe're all about helping brands turn ideas into impact.Frontify’s brand platform transforms how teams organize digital assets, collaborate on projects, and create engaging campaigns. Our people empower thousands of marketers and designers — including teams at Microsoft, Volkswagen, and Telefónica — to build engaging brands.With headquarters in St. Gallen, Switzerland, and offices in London and New York City, we share a vibrant culture built on creativity, collaboration, inclusion, and joy. And we’re on the lookout for new team members to share our vision. If you’re ready for a brand-new adventure, keep reading!Your teamThis 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.Your missionAs Senior Manager, Customer Success, you will lead a team of 4-5 Customer Success Managers responsible for driving retention, customer outcomes, and consistent execution across a growing book of enterprise customers. You'll serve as the frontline leadership layer between CSMs and the Sr. Director of Customer Success, coaching performance, strengthening customer management discipline, and overseeing risk and escalation handling to keep the team focused on what matters most for customer health and retention.Your responsibilities Team Leadership and Performance ManagementLead, coach, and develop a team of 4-5 Customer Success Managers setting a high bar for operating discipline across the team.Drive performance management processes, including feedback, accountability, coaching plans, and development conversations.Support hiring, onboarding, and ramping of new team members as the team evolves.Run a predictable management cadence across the team, including pipeline and renewal reviews, account reviews, forecasting discussions, and coaching touchpoints.Customer Retention and Account LeadershipEnsure the team is proactively managing customer relationships, renewal readiness, adoption risk, and long-term retention.Guide CSMs through complex customer situations, including executive conversations, risk mitigation plans, and recovery strategies.Maintain visibility into high-risk accounts, strategic renewals, and customer trends across the team.Escalation ManagementServe as the initial management layer for customer escalationsBring structure, urgency, and sound judgment to escalations, while helping CSMs communicate clearly and confidently with customers.Data-Driven ManagementMaintain visibility into key performance indicators such as retention risk, renewals, churn, expansion opportunities, contractions, forecast accuracy, and team capacity.Use data to identify gaps in execution, coaching needs, and opportunities to improve team performance.Partner with leadership to improve reporting, planning, and decision-making across the Customer Success organization.Cross-Functional PartnershipPartner closely with Enablement, Sales, Support, Product, and other internal stakeholders to advocate for customer needs and unblock the team.Contribute frontline insight on what is working, where customers are struggling, and what changes would improve outcomes at scale.Your storyYou’re comfortable working in a hybrid format, with the ability to come to our New York office twice per week.You bring 3-4 years of people management experience in Customer Success, Account Management, or a related post-sales leadership function in SaaS.You have a strong track record in performance management, coaching, and building accountability across a team.You're comfortable leading through ambiguity, using metrics and operational data to keep teams focused on the highest-impact priorities.You have experience managing customer risk, escalations, and complex stakeholder situations with strong judgment.You're highly organized and know how to create structure, follow-through, and consistency across a team.You're an excellent communicator who can build trust with customers, peers, and senior internal stakeholders.You're comfortable using AI tools to improve productivity, decision-making, and team execution.Nice to haveExperience working closely with onboarding, implementation, or professional services teams.Experience leading distributed teams across multiple geographies or time zones.$175,000 - $200,000 a yearCompensation- Base salary ranges from $140,000 - $160,000- With base and commission included, from $175,000 - $200,000 OTE + benefits (80/20 split)- Pay range varies depending on qualifications and experience - Provided compensation range is specific to the state of NY’s labor market and may vary for employees living in other areasWe 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.Why join us?- Thrive with the tools and support to shape your future at Frontify. - Be part of a product that connects brands and people with a human touch. - Enjoy flexibility, opportunities to grow, and exposure to innovative technologies and ideas. - Join a vibrant, social team—whether you love animals, yoga, or travel, we’ve got the Slack channels for you! What we offer- 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 Important to usFrontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future.We’re committed to providing an inclusive recruitment experience. If you need an accommodation due to a disability or any other protected reason, please speak with your Talent Partner. All accommodation requests are confidential and will be handled in line with applicable laws.Next stepsIf there’s a fit, you’ll meet our Talent Partner to discuss your experience and explore whether Frontify is the right place for you.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, come join us and help shape what’s next.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 do not replace human judgment, and all evaluations and final hiring decisions are made by our recruitment team. 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