Customer Success Manager

Summary

Join Frontify's Self-Guided Customer Success team and play a pivotal role in supporting and guiding diverse customers globally. You will help customers maximize Frontify's potential through various resources and interactions, driving adoption and long-term success. This role requires 2+ years of experience in Customer Success or a similar field, ideally in SaaS. You'll manage customer inquiries, collaborate with team members, and proactively track key metrics. The position is remote-based in the UK with occasional office visits to London. Frontify offers a collaborative culture, flexible work arrangements, and various benefits.

Requirements

• Be able to work remotely from anywhere in the UK but feel comfortable and excited to come to our London office from time to time
• Have 2+ years of experience in Customer Success, Account Management, or a similar customer-focused role, ideally in the SaaS industry
• Thrive in the tech space, and have a knack for leveraging automation and internal resources to efficiently drive customer success and best practices
• Be 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
• 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)
• Be comfortable delivering customer support in a team-based, round-robin format, ensuring consistent and timely responses
• Be authentic, reliable, and resourceful, with impressive communication skills and can build trustful, professional relationships across diverse customer bases and teams
• Speak English fluently

Responsibilities

• 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
• Manage customer inquiries reactively by handling Salesforce cases and proactively by monitoring account health, renewals, and performance metrics
• Collaborate with team members to support customer needs in a pooled, round-robin format, ensuring a consistent and high-quality experience
• 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
• Identify opportunities to improve customer outcomes, reduce churn, and increase satisfaction through process improvements and new materials
• Actively contribute to the evolution of our Self-Guided Customer Success model by sharing insights, suggesting improvements, and helping implement new initiatives

Preferred Qualifications

Speak an additional language such as French or German

Benefits

• We want to see you thrive; we’ll provide you the tools to shape your place and future at Frontify
• We have a product that helps to connect brands and people with a human element
• We offer you the chance to enjoy your work, offering flexibility, opportunity, and exposure to new technologies and ideas
• We are a social bunch so if you are an animal lover, a student of yoga, or love travel, we have all the slack channels you need!
• We encourage you to take at least 5 weeks of holiday
• Budget for home office set-up
• Annual salary review
• Additional localized benefits
• Invite to our annual, summer company meet-up