Director of Customer Success
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. 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.
Requirements
- 7+ years in B2B SaaS CS/Account Management, with 3+ years managing teams.
- High-growth or early-stage experience preferred.
- Proven success building or scaling a CS function while driving retention and lowering churn.
- Comfort operating with ambiguity, building structure, and jumping in directly with key clients.
- Expertise in SaaS metrics (GRR, NRR), CS tool implementations, and influencing Product/Sales teams.
- B2B technical SaaS experience required; Cybersecurity background strongly preferred.
Responsibilities
- Design and own the end-to-end CS operating model, including segmentation, playbooks, health scoring, QBRs, and CS tech stack.
- Own accountability for GRR, NRR, and churn; establish proactive strategies for renewals and expansion.
- Create a high-touch onboarding experience focused on fast time-to-value, strong 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 for seamless handoffs, and Marketing to build customer advocacy.
- Recruit, coach, and scale a high-performing CS team focused on driving tangible customer outcomes.
Benefits
- Medical, dental and vision insurance.
- Monthly connectivity reimbursement.
- Unlimited paid time off.
- 401(K) Retirement Savings Plan.
- Free daily on site lunch.
- On site covered parking.
- Competitive Salary and Meaningful Equity
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
