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Frame Security is building the future of Human Security in the AI era. The company develops an AI engine that creates security awareness training and attack simulations to help employees make smarter security decisions and eliminate human risk. Frame is trusted by leading global organizations to prevent AI-driven, human-centric attacks across email, voice, video, and beyond.
As a Customer Success Manager, you will own and grow relationships with customers post-sale, serving as their strategic partner to ensure they achieve measurable value from Frame's platform. This is a high-impact, cross-functional role where you'll work closely with Sales, Product, and Support teams to deliver a best-in-class customer experience.
Key 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 and 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 teams to resolve issues and improve customer experience
- Track and report on key success metrics including adoption, usage, and retention
Success will be measured by Net Revenue Retention (NRR), Gross Retention/Churn, product adoption and engagement metrics, customer satisfaction (CSAT, NPS), and expansion pipeline contribution.
Requirements:
No specific requirements stated in the posting.
