Manager, Customer Success

Frontify is a leading brand platform that supports global organizations like Microsoft, Telefónica, Bosch, Mercedes-Benz, and Kia. The company focuses on brand governance, seamless workflows, and AI readiness, enabling teams to bring brands to life effectively. As a Manager, Customer Success at Frontify, you will lead a team of Customer Success Managers. Your primary responsibilities include driving customer retention, ensuring consistent execution, and managing customer outcomes. You will act as the bridge between the Customer Success Managers and the Director of Enterprise Customer Success EMEA, focusing on performance coaching, risk management, and escalation handling. Your day-to-day tasks will involve leading and developing your team, driving performance management, and supporting the onboarding and growth of new team members. You will also oversee customer retention strategies, ensure timely renewals, and guide the team through complex customer situations. Additionally, you will manage escalations, maintain key metrics, and partner with various internal stakeholders to advocate for customer needs. To excel in this role, you must have 3-4 years of people management experience in Customer Success, account management, or a related post-sale function in SaaS. You should be based in the St. Gallen area or willing to relocate, and comfortable coming into the office on average 2 days a week. Strong performance management skills, experience in managing customer risk, and a strategic mindset are essential. Fluency in German and English (B2 - C2) is required. Nice-to-have skills include experience working with onboarding, implementation, or professional services teams, and leading distributed teams across multiple geographies or time zones. Additional European languages are also beneficial. The role offers a dynamic work environment with a strong focus on team development and customer success. What the role asks for: - 3-4 years of experience in leading teams in Customer Success, Account Management or a related function in the SaaS sector. - Residence in the St. Gallen area or willingness to relocate. - 2 days per week present in the office. - Strong experience in performance evaluation, coaching and creating accountability in a team. - Experience in managing customer risks, escalations and complex stakeholder situations. - Fluent German and English skills (B2 - C2).