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Frame Security is building the future of Human Security in the AI era, developing an AI engine that creates security awareness training and attack simulations to help organizations prevent human-centric attacks. The company is trusted by leading global organizations and is well-funded with a seasoned cybersecurity team.
You will join as Director of Customer Success to build and lead the post-sale function from the ground up. This is a hands-on leadership role where you will define the entire customer journey from onboarding through expansion, establish playbooks and metrics, and scale a high-performing team.
Key responsibilities include:
**Strategy & Function Building:** Design and own the end-to-end Customer Success operating model, including customer segmentation, playbooks, health scoring, quarterly business reviews (QBRs), and the CS technology stack.
**Retention & Growth:** Own accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and churn metrics. Establish proactive strategies for renewals and expansion revenue.
**Customer Journey & Adoption:** Create a high-touch onboarding experience focused on fast time-to-value, strong product adoption, and proactive risk detection.
**Executive Relationship Management:** Serve as a trusted partner and senior escalation point for key customer stakeholders.
**Cross-Functional Collaboration:** Partner with Product to influence roadmap priorities, Sales for seamless handoffs, and Marketing to build customer advocacy programs.
**Team Leadership:** Recruit, coach, and scale a high-performing Customer Success team focused on driving tangible customer outcomes.
You will be measured on financial metrics (GRR, NRR, Renewal Rate, Expansion Revenue), product and health metrics (Time-to-Value, Product Adoption/Engagement, CSAT/NPS, % At-Risk Accounts), and operational metrics (Account Coverage, Executive Engagement, Referenceability/Case Studies, Process Scalability).
**Requirements:** The posting does not explicitly state years of experience, required certifications, or specific educational requirements. However, the role expects a hands-on leader with experience building Customer Success functions from scratch, managing retention and expansion metrics, leading and scaling teams, and driving cross-functional collaboration in a B2B SaaS environment.
