frontify - Director of Scaled Customer Success, Global
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Requirements
• 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. • 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.
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 • 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
Benefits
• 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! • 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 • 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. • 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.
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