Manager, Customer Success

Frontify is the brand platform behind some of the world's leading organizations, including Microsoft, Telefónica, Bosch, Mercedes-Benz, and Kia. We help every team bring brands to life — with governance in one place, seamless workflows across the tools people already use, and a foundation that's ready for AI.

We're driven by collaboration, curiosity, and the belief that great work can happen anywhere. What began in St. Gallen has grown to London, New York, and beyond. Wherever you join us, you'll take ownership from day one, shape work that reaches global brands, and help redefine how brands work in the age of AI.

What you’ll shape

As Manager, Customer Success, you’ll lead a team of Customer Success Managers responsible for helping enterprise customers get lasting value from Frontify. You’ll shape how the team drives retention, manages risk, and delivers a consistent customer experience across a growing portfolio.

As the frontline leadership layer between our Customer Success Managers and the Director of Enterprise Customer Success EMEA, you’ll turn strategy into strong day-to-day execution. You’ll coach your team, strengthen customer management practices, and bring clarity to complex situations and escalations. Through clear priorities, thoughtful coaching, and data-driven decisions, you’ll help your team build trusted customer relationships that drive retention and sustainable growth.

What you’ll do

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations and building accountability around customer outcomes.

• Drive performance through regular feedback, coaching, development conversations, and clear follow-through.

• Build a consistent management cadence across account reviews, renewal and pipeline reviews, forecasting, and individual coaching.

• Support hiring, onboarding, and ramping while creating meaningful growth opportunities for team members.

• Guide the team to proactively manage customer relationships, adoption, renewal readiness, and retention risk.

• Oversee the customer onboarding experience, helping the team accelerate time-to-value and build strong foundations for long-term success.

• Drive timely renewals and establish multi-year renewals as the default approach while optimizing commercial terms.

• Guide Customer Success Managers through complex customer situations, executive conversations, risk mitigation, and recovery strategies.

• Maintain clear visibility into high-risk accounts, strategic renewals, churn, contractions, expansion opportunities, forecast accuracy, and team capacity.

• Lead the initial management response to customer escalations, bringing structure, urgency, and sound judgment to the path forward.

• Turn customer and performance data into action by identifying execution gaps, coaching opportunities, and ways to improve team performance.

• Partner with Customer Success leadership to strengthen reporting, planning, and decision-making across the organization.

• Collaborate with Enablement, Sales, Support, Product, and other teams to advocate for customer needs, remove blockers, and improve outcomes at scale.

• Bring frontline customer insights into the wider organization, highlighting what’s working, where customers are struggling, and where we can create greater impact.

• Work in a hybrid setup, spending two days per week in our St. Gallen office.

What you bring

• 5+ years of experience in Customer Success, Account Management, or another post-sale function within SaaS, with at least 2+ years of people management experience.

• Proven experience coaching and developing Customer Success Managers while building a culture of accountability and continuous improvement.

• Strong performance management skills, with the ability to set expectations, give actionable feedback, and help people grow.

• Experience managing customer risk, escalations, renewals, and complex stakeholder situations with sound judgment.

• Confidence using customer and operational metrics to prioritize work, identify performance gaps, and make informed decisions.

• A strategic mindset that balances customer outcomes, retention, and revenue growth.

• Strong organizational skills and an ability to create structure, consistency, and follow-through across a team.

• Clear, confident communication skills and an ability to build trust with customers, team members, peers, and senior stakeholders.

• Comfort navigating ambiguity and helping a team stay focused as priorities and customer needs evolve.

• Experience using AI tools to improve productivity, decision-making, and team execution.

• Experience partnering closely with onboarding, implementation, or professional services teams is a plus.

• Experience leading distributed teams across multiple geographies or time zones is a plus.

• Fluency in German and English (C1+). Additional European language skills are a plus

• Ability to work from our St. Gallen office as part of our hybrid setup.

What we offer

• A minimum of 25 days annual leave per year

• Parental, family care, and bereavement leave

• Daily sickness benefits and accident insurance

• Paid educational and wellbeing days off

• Wellbeing, learning and development, and commuter allowance

• Home office setup budget

• Pension fund: contributions paid 60% by us and 40% by you

• Access to exclusive perks and discounts from hundreds of top brands

• Workation: Work from inspiring locations around the world for up to 45 days per year!

• Invite to our summer company meet-up

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.

A few things to know

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.

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, join us and help shape the future of branding.

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.

We use third-party artificial intelligence (AI) tools to record and transcribe interviews and to help our team review candidate profiles. These tools don’t replace human judgment, and all evaluations and final hiring decisions are made by our recruitment team. Please see our Privacy Notice for more information about how we process your data and how to exercise your privacy rights.