Your responsibilities
- 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
Your story
You’re comfortable with a hybrid work model, spending two days per week in our London office.
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
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.
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
- 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
Important to us
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.
Next steps
If 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.
Skills Required
- 10+ years in Customer Success, Account Management, or similar customer-facing leadership within B2B SaaS
- Experience leading a scaled book of business of $20M+ ARR
- Exposure to $35-50M+ ARR environments
- 5+ years managing teams and leading globally distributed organizations
- Proven success driving strong Gross Retention Rate (GRR) and Net Revenue Retention (NRR) outcomes
- Experience building and evolving CS operating models, including use of automation and technology to support growth and efficiency
- Experience with AI- and automation-enabled CS workflows (scaled onboarding, proactive engagement, insight generation, self-service)
- Data-driven decision-making using customer, product, and revenue data
- Proven ability to operate at both strategic and hands-on levels
- Clear, confident communicator with experience engaging senior internal stakeholders
- Comfortable with hybrid work model; able to be in London office two days per week
- Experience in Martech
Frontify Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Frontify and has not been reviewed or approved by Frontify.
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Leave & Time Off Breadth — Policies include a minimum of five weeks of paid vacation, flexible hours, and hybrid/remote options. Feedback suggests time away and flexibility are consistently highlighted as strengths.
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Healthcare Strength — U.S. employees receive comprehensive medical, dental, and vision coverage, and all employees have access to dedicated mental-health support. Location-specific medical offerings (e.g., UK private medical and cashback plans) reinforce core health coverage.
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Parental & Family Support — Paid parental leave, lactation accommodations, and family-friendly scheduling are explicitly provided. Childcare benefits and supportive leave structures indicate meaningful backing for parents and caregivers.
Frontify Insights
What We Do
With our best-in-class brand management platform, Frontify is on a mission to create a home where all brands can thrive. We envision a world where all teams and workforces, big and small, are empowered and engaged to be a part of building beloved brands.
Why Work With Us
Our community is spread across the world but we are always brought together by our shared values. At Frontify, we aim to stay united, be authentic, improve ourselves, and thrive together as a team.
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