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Frontify

Posted 1 month ago

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Director of Scaled Customer Success, Global

LondonHybridFull-time

AI Summary

Director of Scaled Customer Success providing strategic leadership for a global, scaled CS organization. They will design and execute CS strategies, optimize AI- and automation-enabled workflows, and drive adoption, renewal confidence, and expansion for a large B2B SaaS customer base.

About this role

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

  • 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

    • Skills

    AI WorkflowsAutomationB2BCRMCS OperationsCustomer Self-serviceCustomer SuccessData-driven Decision MakingSaaSScaled Onboarding

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