Director of Customer Success

Frame Security•New York City, NY

2d•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 owns the customer journey from onboarding through expansion, establishing the playbooks, metrics, operating model, 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 role encompasses ownership of customer success strategy, retention and growth, adoption, executive relationships, cross-functional collaboration, and team leadership. Success is measured across financial outcomes such as GRR, NRR, renewal rate, and expansion revenue; product and health outcomes such as time-to-value, adoption, CSAT/NPS, and at-risk accounts; and operational outcomes such as account coverage, executive engagement, referenceability, and process scalability.

Requirements

7+ years of experience in B2B SaaS Customer Success or Account Management.
3+ years of experience managing teams.
Proven success building or scaling a Customer Success function while driving retention and lowering churn.
Ability to operate with ambiguity, build structure, and work 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

Experience in a high-growth or early-stage company.
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, and establish proactive renewal and expansion strategies.
Create a high-touch onboarding experience focused on fast time-to-value, product adoption, and proactive risk detection.
Serve as a trusted partner and senior escalation point for key customer stakeholders.
Partner with Product to influence roadmap priorities, Sales to support 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, product and customer-health, and operational success metrics, including GRR, NRR, renewal rate, expansion revenue, time-to-value, product adoption and engagement, CSAT/NPS, at-risk accounts, account coverage, executive engagement, referenceability, and process scalability.