Director of Customer Success

Frame Security•New York, NY

3d•Remote

About The Position

Frame is seeking a hands-on Director of Customer Success to build and lead its post-sale function from the ground up. The role will define the customer journey from onboarding through expansion and establish the playbooks, metrics, and team needed to scale. The Director will advocate for customers, deepen engagement, drive retention, and ensure the voice of the customer is represented across Frame. The position owns the end-to-end Customer Success operating model, customer retention and growth, onboarding and adoption, executive relationships, and collaboration with Product, Sales, and Marketing. It also includes recruiting, coaching, and scaling a high-performing CS team. Success is measured across financial outcomes, product adoption and customer health, and operational effectiveness. Frame builds AI-powered security awareness training and attack simulations to help organizations reduce human risk across email, voice, video, and other channels. The company describes itself as an early-stage, funded company focused on Human Security in the AI era.

Requirements

At least 7 years of experience in B2B SaaS Customer Success or Account Management.
At least 3 years of experience managing teams.
Proven success building or scaling a Customer Success function while driving retention and lowering churn.
Comfort operating amid ambiguity, building structure, and working directly with key clients.
Expertise in SaaS metrics, including GRR and NRR.
Experience implementing Customer Success tools.
Ability to influence Product and Sales teams.
B2B technical SaaS experience.

Nice To Haves

High-growth or early-stage company experience.
Cybersecurity background.

Responsibilities

Design and own the end-to-end Customer Success operating model, including segmentation, playbooks, health scoring, QBRs, and the CS technology stack.
Own accountability for gross revenue retention (GRR), net revenue retention (NRR), and churn; establish proactive renewal and expansion strategies.
Create a high-touch onboarding experience that accelerates time-to-value, supports product adoption, and detects risk proactively.
Serve as a trusted partner and senior escalation point for key customer stakeholders.
Partner with Product to influence roadmap priorities, Sales to ensure seamless handoffs, and Marketing to build customer advocacy.
Recruit, coach, and scale a high-performing Customer Success team focused on tangible customer outcomes.
Track financial measures including GRR, NRR, renewal rate, and expansion revenue.
Track product and customer-health measures including time-to-value, product adoption and engagement, CSAT/NPS, and the percentage of at-risk accounts.
Track operational measures including account coverage, executive engagement, referenceability and case studies, and process scalability.