Real Jobs From Anywhere
Real Jobs From Anywhere
Back to Jobs

Director of Scaled Customer Success, Global

frontify
London Area
•On-site•
Full-time
•
Posted 2 months ago
Customer Success
Apply Now

Job Description

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.

Responsibilities

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

    • Ready to Apply?

    Take the next step in your career journey

    Apply Now

    Keep looking

    Related roles you might like

    Consultancy Partnerships Manager

    frontify

    On-siteFull-time5 days ago

    Team Lead, Field and Partnerships Marketing

    frontify

    On-siteFull-time7 days ago

    Sales Development Representative (German-Speaking)

    frontify

    On-siteFull-time8 days ago

    Information Security Governance Specialist

    frontify

    On-siteFull-time14 days ago

    Information Security Governance Specialist

    frontify

    On-siteFull-time14 days ago

    Senior Technical Support Engineer

    frontify

    On-siteFull-time26 days ago

    Midweight Creative Designer

    frontify

    On-siteFull-time29 days ago

    Senior Demand Operations Manager

    frontify

    On-siteFull-timeabout 1 month ago

    Finance Operations Specialist

    frontify

    On-siteFull-timeabout 1 month ago

    VP, Platform Engineering

    frontify

    On-siteFull-timeabout 2 months ago

    Senior Backend Engineer - Product Platform

    frontify

    On-siteFull-time2 months ago

    Senior Enterprise Account Manager

    frontify

    On-siteFull-time3 months ago

    Team Lead, Field and Partnerships Marketing

    frontify

    On-siteFull-time4 months ago

    Customer Success Manager (8-month FTC)

    frontify

    On-siteContract7 months ago

    Senior Agency Partner Manager

    frontify

    On-siteFull-time9 months ago

    Explore more

    Browse more jobs like this

    Work arrangement

    On-Site jobs

    Disclaimer: Real Jobs From Anywhere is an independent platform dedicated to providing information about job openings. We are not affiliated with, nor do we represent, any company, agency, or agent mentioned in the job listings. Please refer to our Terms of Services for further details.