Director of Scaled Customer Success, Global

Frontify is the brand platform behind some of the world's leading organizations, including Microsoft, Telefónica, Bosch, Mercedes-Benz, and Kia. We help every team bring brands to life — with governance in one place, seamless workflows across the tools people already use, and a foundation that's ready for AI.

We're driven by collaboration, curiosity, and the belief that great work can happen anywhere. What began in St. Gallen has grown to London, New York, and beyond. Wherever you join us, you'll take ownership from day one, shape work that reaches global brands, and help redefine how brands work in the age of AI.

What you'll shape

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.

What you'll do

- 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

- Comfortable with a hybrid work model, spending 2 days per week in our London office.

What you bring

- 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

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

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.

A few things to know

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.

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, join us and help shape the future of branding.

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.

We use third-party artificial intelligence (AI) tools to record and transcribe interviews and to help our team review candidate profiles. These tools don’t replace human judgment, and all evaluations and final hiring decisions are made by our recruitment team. Please see our Privacy Notice https://www.frontify.com/en/legal/privacy-notice for more information about how we process your data and how to exercise your privacy rights.