Frontify
Director of Scaled Customer Success, Global
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · London
Employer listed it 4 weeks ago · Found 5h ago
Been open since 4 weeks ago, still being checked, but it has been live a while.
Salary
Not stated
Location
Hybrid · London
Timezone
Not stated
Contract
Full-time
Experience
Lead
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $155k–$230k a year, a typical range taken from 55 lead-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around London, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "London, Hybrid"
- Listing mentions "Hybrid" and 2 days per week in the office
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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
Requirements
- ·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
Benefits
- ·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
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Frontify, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 6h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $155k to $230k per year · You'll be taken to the employer's careers page.