Manager, Customer Success in St. Gallen

ppFrontify 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.br/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. /p pbWhat you'll shape /b /p pAs Manager, Customer Success, you'll lead a team of Customer Success Managers responsible for driving retention, customer outcomes, and consistent execution across a growing book of enterprise customers. /p pYou'll serve as the frontline leadership layer between the CSMs and the Director of Enterprise Customer Success EMEA, coaching performance, strengthening customer management discipline, and overseeing risk and escalation handling to keep the team focused on what matters most for customer health and retention. /p pbWhat you'll do /b /p pbTeam leadership and people development /b /p ullipLead, coach, and develop a team of Customer Success Managers, setting a high bar for operating discipline across the team. /p /lilipDrive performance management, including feedback, accountability, coaching plans, and development conversations. /p /lilipSupport hiring, onboarding, and ramping of new team members as the team evolves. /p /lilipIdentify growth opportunities for team members and shape a positive, adaptive culture built on accountability and diverse perspectives. /p /lilipRun a predictable management cadence, including pipeline and renewal reviews, account reviews, forecasting discussions, and coaching touchpoints. /p /li /ul pbCustomer retention, onboarding, and growth /b /p ullipEnsure the team is proactively managing customer relationships, renewal readiness, adoption risk, and long-term retention. /p /lilipOversee the customer onboarding experience, helping the team accelerate time-to-value so customers realize the benefits of the product quickly. /p /lilipEnsure timely renewals and drive a multi-year renewal strategy as the default, optimizing commercial terms. /p /lilipGuide CSMs through complex customer situations, including executive conversations, risk mitigation plans, and recovery strategies. /p /lilipMaintain visibility into high-risk accounts, strategic renewals, and customer trends across the team. /p /li /ul pbEscalation management /b /p ullipServe as the initial management layer for customer escalations. /p /lilipBring structure, urgency, and sound judgment to escalations, helping CSMs communicate clearly and confidently with customers. /p /li /ul pbData-driven management /b /p ullipMaintain daily oversight of key metrics, including forecasting, pipeline, churn, contractions, expansion, forecast accuracy, and team capacity. /p /lilipConduct regular deep dives into KPIs to identify gaps in execution, coaching needs, and opportunities to improve team performance. /p /lilipPartner with leadership to improve reporting, planning, and decision-making across the Customer Success organization. /p /li /ul pbCross-functional partnership /b /p ullipPartner closely with enablement, sales, support, product, and other internal stakeholders to advocate for customer needs and unblock the team. /p /lilipContribute frontline insight on what is working, where customers are struggling, and what changes would improve outcomes at scale. /p /li /ul pbWhat you bring /b /p ullipYou bring 3-4 years of people management experience in Customer Success, account management, or a related post-sale function in SaaS. /p /lilipYou are based in the St. Gallen area (or willing to relocate) and are comfortable coming into the office on average 2 days a week. /p /lilipYou have a strong track record in performance management, coaching, and building accountability across a team. /p /lilipYou are comfortable leading through ambiguity, using metrics and operational data to keep teams focused on the highest-impact priorities. /p /lilipYou have experience managing customer risk, escalations, and complex stakeholder situations with strong judgment. /p /lilipYou are highly organized and know how to create structure, follow-through, and consistency across a team. /p /lilipYou have a strategic mindset that balances customer experience with revenue growth. /p /lilipYou are an excellent communicator who can build trust with customers, peers, and senior internal stakeholders. /p /lilipYou are comfortable using AI tools to improve productivity, decision-making, and team execution. /p /lilipYou speak German English fluently (B2 - C2). /p /li /ul pbNice to have /b /p ullipExperience working closely with onboarding, implementation, or professional services teams. /p /lilipExperience leading distributed teams across multiple geographies or time zones. /p /lilipAdditional European languages. /p /li /ul pbWhat we offer /b /p ullipA minimum of 25 days annual leave per year /p /lilipParental, family care, and bereavement leave /p /lilipDaily sickness benefits and accident insurance /p /lilipPaid educational and wellbeing days off /p /lilipWellbeing, learning and development, and commuter allowance /p /lilipHome office setup budget /p /lilipPension fund: contributions paid 60% by us and 40% by you /p /lilipAccess to exclusive perks and discounts from hundreds of top brands /p /lilipWorkation: Work from inspiring locations around the world for up to 45 days per year! /p /lilipInvite to our summer company meet-up /p /li /ul pWe 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. /p pbA few things to know /b /p pFrontify 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. /p pThis 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. /p pWe 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. /p pWe 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 for more information about how we process your data and how to exercise your privacy rights. /p /p #J-18808-Ljbffr