Director of Scaled Customer Success, Global

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 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, and 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.

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:

• 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.
• Localized benefits.
• 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.

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.