Build and lead Frame’s post-sale customer success function from the ground up. Define customer journeys, onboarding, playbooks, health scoring, QBRs, and the CS technology stack. Own retention, renewals, expansion, adoption, and customer health metrics while managing executive relationships and escalations. Partner with Product, Sales, and Marketing, recruit and coach the CS team, and establish scalable processes that improve customer outcomes and reduce churn.
Description
Location: Remote (US- East Coast)
About frame Security:
Frame is on a mission to build the future of Human Security in the AI era. With significant funding, a seasoned cybersecurity team building the right product, and a huge market opportunity, we are just getting started.
Our AI engine develops security awareness training and attack simulations that empower every employee to make smarter security decisions and eliminate human risk. Frame is trusted by leading global organizations on their journey to prevent AI-driven, human-centric attacks across email, voice, video, and beyond. We believe that security starts with humans as the strongest line of defense.
Join us as we build the engine that protects the human layer of every organization in the AI era.
Job Summary: Frame is looking for a hands-on Director of Customer Success to build and lead our post-sale function from the ground up. In this role, you will define the customer journey—from onboarding to expansion—and establish the playbooks, metrics, and team needed to scale. You’ll be the ultimate advocate for our customers, ensuring deep engagement, driving retention, and embedding the voice of the customer across Frame.
Key Responsibilities:
- Strategy & Function Building: Design and own the end-to-end CS operating model, including segmentation, playbooks, health scoring, QBRs, and CS tech stack.
- Retention & Growth: Own accountability for GRR, NRR, and churn; establish proactive strategies for renewals and expansion.
- Customer Journey & Adoption: Create a high-touch onboarding experience focused on fast time-to-value, strong product adoption, and proactive risk detection.
- Executive Relationship Management: Serve as a trusted partner and senior escalation point for key customer stakeholders.
- Cross-Functional Collaboration: Partner with Product to influence roadmap priorities, Sales for seamless handoffs, and Marketing to build customer advocacy.
- Team Leadership: Recruit, coach, and scale a high-performing CS team focused on driving tangible customer outcomes.
- Success Metrics:Financial: Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Renewal Rate, Expansion Revenue.
- Product & Health: Time-to-Value, Product Adoption/Engagement, CSAT/NPS, % At-Risk Accounts.
- Operational: Account Coverage, Executive Engagement, Referenceability/Case Studies, Process Scalability
Required Skills & Experience:
- Experience: 7+ years in B2B SaaS CS/Account Management, with 3+ years managing teams. High-growth or early-stage experience preferred.
- Track Record: Proven success building or scaling a CS function while driving retention and lowering churn.
- Player-Coach Mindset: Comfort operating with ambiguity, building structure, and jumping in directly with key clients.
- Cross-Functional & Analytical: Expertise in SaaS metrics (GRR, NRR), CS tool implementations, and influencing Product/Sales teams.
- Domain: B2B technical SaaS experience required; Cybersecurity background strongly preferred.
Benefits:
- Medical, dental and vision insurance.
- Monthly connectivity reimbursement.
- Unlimited paid time off.
- 401(K) Retirement Savings Plan.
Why frame:
- High Impact: Build and own processes from start to finish that directly impact our product and customers, affecting millions of people.
- Early-Stage Advantage: Join at the ground floor of a category-defining company. The decisions you make today will shape how the world thinks about Human Security tomorrow.
- Built to Win: Frame is backed by world-class investors, operating in a market undergoing a fundamental shift, and has the right team and product.
- Competitive Salary and Meaningful Equity: Our success is your success. Everyone has a meaningful stake in the company.
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