Customer Onboarding Manager
New York, NY
Customer Success – Customer Onboarding /
Hybrid
Your new company
A lot has changed at Frontify over the last decade, but people continue to be at the heart of our vision.
Every day, we empower thousands of brand builders worldwide — including teams at Lufthansa, KIA, Vodafone, and Uber — to create brands that have an impact. Our more than 300 employees collaborate and engage in and around our headquarters in St. Gallen, Switzerland, and offices in London and New York City. And we’re looking for new team members to join us.
We’re built on a collaborative culture of experimentation, trust, and transparency. If you want to help us achieve our mission of creating a home where brands can thrive, read on.
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 mission
You'll take charge of onboarding our customers and conducting product training to establish a foundation for enduring, successful relationships. You’ll empower customers to launch, adopt, and continuously derive business value from our platform. You’ll design and implement onboarding processes tailored to each customer's needs, which involves understanding their goals and challenges and aligning our solution accordingly. Collaborating across various teams including sales, customer success, product, and support, you'll ensure a seamless onboarding experience. While onboarding remains your focal point, you’ll also maintain a book of business and focus on fostering long-term relationships with our customers to ensure they derive value from Frontify’s product over time.
Your story
- You have 4+ years of experience in Customer Success, Project Management, or another client-facing role in a SaaS company.
- You’re a natural at onboarding and enjoy presenting. You see yourself as a teacher who increases product adoption and customer engagement and satisfaction.
- You understand the importance of the following metrics: Adoption Rate, Net Revenue Retention, Customer Lifetime Value, Net Promoter Score, Churn Rate, and more.
- You have impressive communication skills and you can build trustful relationships (both internally and customer-facing).
- You’re tech-savvy with an interest in automation.
- You take pride in your excellent organization and task management skills – some might say you even get a thrill out of efficiency.
- Your friends would describe you as honest, intrinsically motivated, and responsible.
- You’re proficient in English – any other language is a plus.
$102,000 - $120,000 a year
$127,500 - $150,000 OTE
Why join us?
· We want to see you thrive; we’ll provide you the tools to shape your place and future at Frontify.
· We have a product that helps to connect brands and people with a human element.
· We offer you the chance to enjoy your work, offering flexibility, opportunity, and exposure to new technologies and ideas.
· We are a social bunch so if you are an animal lover, a student of yoga, or love travel, we have all the slack channels you need!
What we offer
· We encourage you to take at least 5 weeks of holiday
· Budget for home office set-up
· Biannual salary review
· Additional localized benefits
· Invite to our annual, summer company meet-up
Important to us
At Frontify, we believe in being true to ourselves: We are committed to creating and fostering an inclusive environment of vibrant individuals whose diverse perspectives build our collective future. We aim to provide equal opportunities and nurture a workplace free of harassment and discrimination.
Next steps
1) Send us your CV and answer some questions: You’ll hear back from us with updates on your application.
2) Virtual call with the Recruiter: You'll meet the Talent team to discuss Frontify, the role, and you – your passions, your skills, you.
3) Virtually meet the team: You'll meet your new team over a few calls. You'll discuss the role, showcase your skills through your answers or a case study (or both), and get a feel for the brand-new journey that's awaiting you.
4) Join us: If all goes well, you'll join Frontify's journey soon.
We also wanted to let you know that we may run preliminary checks on successful candidates. In the instance we run a preliminary check, it will depend on the role you are applying for and will be done in accordance with the applicable law of the country of employment. We’ll provide you with all the details about the next steps during the interview process
