Customer Success Manager (Self-Guided)

We'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 Uber, 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 team

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.

Your Mission

Join our Self-Guided Customer Success team and play a pivotal role in supporting and guiding a wide variety of customers across the US, EMEA, and ROW markets. You'll help customers unlock the full potential of Frontify by leveraging a mix of one-to-many resources and tailored interactions to drive adoption, engagement, and long-term success. Your efforts will ensure customers achieve their goals while contributing to our fast-growing business.

This role is ideal for someone who thrives in a collaborative, resource-driven environment and is excited to help shape the future of customer success at Frontify! 

Your responsibilities

• You’ll help customers succeed by guiding them through Frontify’s self-guided approach, leveraging one-to-many resources to deliver training, best practices, and proactive insights.
• You’ll manage customer inquiries reactively by handling Salesforce cases and proactively by monitoring account health, renewals, and performance metrics.
• You’ll collaborate with team members to support customer needs in a pooled, round-robin format, ensuring a consistent and high-quality experience.
• You’ll drive customer engagement by using resources like the Customer Hub, Training Workshops, and Academy to help them adopt and expand their use of the platform.
• You’ll identify opportunities to improve customer outcomes, reduce churn, and increase satisfaction through process improvements and new materials.
• You’ll actively contribute to the evolution of our Self-Guided Customer Success model by sharing insights, suggesting improvements, and helping implement new initiatives.

Your story

• You’re able to work remotely from anywhere in the UK but feel comfortable and excited to come to our London office from time to time. 
• You have 2+ years of experience in Customer Success, Account Management, or a similar customer-focused role, ideally in the SaaS industry. 
• You thrive in the tech space, and have a knack for leveraging automation and internal resources to efficiently drive customer success and best practices.
• You're skilled in managing individual customer cases via Salesforce, handling inquiries as they arise, and leveraging account insights to monitor customer health, manage renewals, and ensure strong account performance.
• You proactively track and improve key metrics, including Adoption Rate, Net Revenue Retention, Churn Rate, Average Ticket Duration, and Customer Satisfaction (CSAT) / NPS (Net Promoter Score).
• You are comfortable delivering customer support in a team-based, round-robin format, ensuring consistent and timely responses.
• You are authentic, reliable, and resourceful, with impressive communication skills and can build trustful, professional relationships across diverse customer bases and teams.
• You speak English fluently; an additional language such as French or German is a plus.

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

- At least 5 weeks of holiday (PTO)

- Paid educational and well-being days off

- Home office setup budget

- Annual salary review

- Localized benefits

- Invite to our summer company meet-up in Switzerland

Important to us

At Frontify, we believe in being true to ourselves: We are committed to creating and fostering an inclusive environment of vibrant individuals whose diverse perspectives build our collective future. We aim to provide equal opportunities and nurture a workplace free of harassment and discrimination.

Next Steps

Apply: Submit your CV and answer a few questions. We’ll update you on your application.

Talent Partner: Meet our Talent Team to discuss Frontify, the role, and your background.

Team Meetings: Connect with your future team, discuss the role, showcase your skills, and explore your potential new journey.

Join Us: If it’s a match, welcome to Frontify!

We are not here to solve one problem — we are here to change a system. Join us!

We also wanted to let you know that we may run preliminary checks on successful candidates. In the instance we run a preliminary check, it will depend on the role you are applying for and will be done in accordance with the applicable law of the country of employment. We’ll provide you with all the details about the next steps during the interview process