Director of Scaled Customer Success, Global

Head of Scaled Customer Success

Company: Frontify
Location: Hybrid (2 days per week in London office)

About Frontify

Frontify empowers thousands of marketers and designers with its brand platform, transforming how teams organize digital assets, collaborate on projects, and create engaging campaigns. Our people foster a vibrant culture built on creativity, collaboration, inclusion, and joy.

Your Team

This international team comprises strategic and driven individuals with diverse skills in design, agencies, project management, and customer success. They combine their expertise to help customers elevate their brands. Their interests range from enjoying the outdoors and spending time with family to 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, adoption support, proactive customer engagement, risk identification, insight generation for CSMs and leadership, and improved customer self-service.
• Drive operational excellence by improving processes, playbooks, segmentation, and tooling to 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, identifying where automation and AI can best improve outcomes.
• Utilize 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 (Requirements)

• Comfortable with a hybrid work model, spending two days per week in the 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.
• 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.

We encourage you to apply even if you don’t tick all the boxes.

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.

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.

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