At a Glance
- Tasks: Lead a dynamic team to elevate customer success across diverse markets.
- Company: Join Frontify, a vibrant brand platform empowering global teams.
- Benefits: Enjoy flexible work, health perks, and opportunities for personal growth.
- Other info: Collaborative culture with exciting team activities and workation opportunities.
- Why this job: Make a real impact in a creative environment with innovative brands.
- Qualifications: 10+ years in customer success leadership with a proven track record.
The predicted salary is between 80000 - 100000 £ per year.
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 mission
As Director of Customer Success for NEU and ROW, you’ll lead a regional organization with a balance of strategic vision and hands‑on leadership. Reporting to the VP of Global Customer Success, you’ll build on a solid foundation, bringing the structure, coaching, and clarity that takes an already high‑performing team to the next level. This means being equally comfortable partnering with your team leads, stepping into key customer moments, and making critical business decisions that drive alignment with global goals.
Your Responsibilities
- Lead and develop the NEU and ROW Customer Success organization, including 2 team leads and 10-14 CSMs supporting mid‑market and enterprise customers across Northern Europe, the Middle East, APAC, and beyond.
- Drive our expansion strategy across existing and emerging markets, identifying where we have room to grow and building the sub‑regional plans that turn that opportunity into results.
- Maintain a strategic presence in the customer relationship, engaging directly at the executive level when the moment requires senior visibility or decisive action.
- Design and execute regional CS strategies that align with global objectives and adapt to market needs.
- Drive operational excellence through scalable processes, playbooks, and tools that support mid‑market and enterprise portfolios.
- Partner closely with Sales, Partnerships, Product, Marketing, and Revenue Operations to align on customer lifecycle strategy and execution.
- Use customer and business data to make informed decisions that improve retention, adoption, and satisfaction.
- Represent the NEU and ROW customer voice within the organization, ensuring insights shape product direction and company priorities.
- Foster a solutions‑focused culture that encourages accountability, innovation, and constructive challenge.
Your story
- 10+ years in Customer Success, Account Management, or a similar customer‑facing leadership role within B2B SaaS.
- You’ve managed managers and led distributed teams of 10 or more people.
- You’re comfortable with a hybrid work model, spending two days per week in our London office.
- You have experience leading a team book of business of at least $25M ARR and a track record of hitting ambitious GRR and NRR targets.
- Proven ability to operate at both a strategic and hands‑on level, including managing key customer relationships directly.
- Experience scaling teams and building operational frameworks that drive efficiency and measurable outcomes.
- Confident and clear communicator with proven success in executive‑level discussions.
- Collaborative leader who inspires trust, challenges constructively, and builds an inclusive, high‑performance culture.
- Previous experience supporting customers in the Middle East and APAC regions would be beneficial.
- You’re fluent in English; Spanish or French is a nice bonus.
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.
Director, Customer Success (NEU + ROW) in London employer: Frontify
At Frontify, we pride ourselves on fostering a vibrant and inclusive work culture that empowers our employees to thrive. With a strong focus on personal and professional growth, we offer flexible working arrangements, generous benefits including a health cash plan and opportunities for remote work from inspiring locations. Join us in our London office, where creativity and collaboration come together to support your journey in making a meaningful impact for brands worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success (NEU + ROW) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Frontify. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Frontify before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Success (NEU + ROW) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Frontify:Your cover letter is your chance to shine! Tell us why you want to work at Frontify specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Frontify!
How to prepare for a job interview at Frontify
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
