Customer Success Manager

Frame Security•Tampa, FL

15d•Onsite

About The Position

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. We’re looking for a Customer Success Manager (CSM) to own and grow relationships with our customers post-sale. You’ll be the strategic partner ensuring customers achieve measurable value from Frame, driving retention, expansion, and long-term success. This is a high-impact, cross-functional role where you’ll work closely with Sales, Product, and Support to deliver a best-in-class customer experience.

Requirements

3–6+ years in Customer Success, Account Management, or similar client-facing role.
Experience in SaaS, cybersecurity, or technical products preferred.
Strong ability to manage relationships with both technical and business stakeholders.
Proven track record of driving retention and expansion.
Excellent communication, presentation, and problem-solving skills.
Comfortable working in a fast-paced, high-growth environment.
Highly organized with strong attention to detail.
Data-driven mindset with experience using CRM/CS tools (e.g., Salesforce, Gainsight, HubSpot).

Responsibilities

Own a portfolio of customers and serve as their primary point of contact post-sale.
Drive onboarding and implementation to ensure fast time-to-value.
Build and maintain strong, trusted relationships with key stakeholders.
Develop success plans aligned to customer goals and business outcomes.
Proactively monitor account health and mitigate risks to retention.
Identify expansion opportunities and partner with Sales on upsells/cross-sells.
Lead regular business reviews (QBRs/EBRs) to demonstrate ROI and value.
Advocate for customers internally, influencing product roadmap and priorities.
Collaborate with Support and Product to resolve issues and improve experience.
Track and report on key success metrics (adoption, usage, retention).