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Frontify is the all-in-one brand management platform for building powerful brand experiences.
The Role
Drive enterprise customer onboarding, adoption, and retention for US accounts. Build strategic relationships, track usage and success metrics, resolve issues, and coordinate across sales, product, support, and marketing to enable renewals, upsells, and business value.
Summary Generated by Built In
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
You'll work to drive our enterprise customer happiness to a new, all-time high by advising and guiding a wide variety of customers within the US market. With your help, they’ll launch Frontify successfully, adopt it widely, and continually drive business value from the platform. Over time, you’ll build up trustful, strategic relationships that contribute to our fast-growing business.
Your responsibilities
- Guide new customers through onboarding and deliver comprehensive training to ensure maximum product value.
- Cultivate strong, long-term relationships with key stakeholders through regular check-ins that gather feedback and share updates.
- Serve as the primary point of contact for customer inquiries and issues, ensuring timely and effective resolution.
- Track customer usage patterns to identify underutilization and recommend strategies that boost adoption.
- Manage the renewal, upsell, and cross-sell process, partnering with Account Managers to address concerns and secure retention and growth.
- Partner with customers to design and implement strategies that align our product's capabilities with their business goals.
- Coordinate closely with sales, product, technical support, and marketing teams to ensure a seamless customer experience, and lead interdepartmental initiatives.
Your story
- You're able to work on-site at our New York City office twice a week.
- You have 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 see the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more.
- You confidently use AI tools to streamline daily workflows, personalize customer outreach, and surface insights faster, while knowing when human judgment should lead.
- You've 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 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.
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
- 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 us
Frontify 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 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
- 6+ years experience in Customer Success or Account Management in a SaaS environment
- Ability to work on-site in New York City twice a week (hybrid)
- Proven experience onboarding customers and driving product adoption and engagement
- Familiarity with customer success metrics (Adoption Rate, NRR, CLV, NPS, Churn)
- Confident use of AI tools to streamline workflows and surface insights
- Experience using Gong and Salesforce to track interactions and drive data-informed decisions
- Strong communication and relationship-building skills (internal and customer-facing)
- Authentic, intrinsically motivated, and responsible demeanor
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.
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The Company
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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