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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 organizations prevent AI-driven, human-centric attacks across email, voice, video, and beyond. Frame is trusted by leading global organizations and is backed by significant funding with a seasoned cybersecurity team.
Frame is seeking a hands-on Director of Customer Success to build and lead the post-sale function from the ground up. This is a foundational role where you will define the entire customer journey from onboarding through expansion, establish playbooks and metrics, and build a high-performing CS team to scale the function.
Key responsibilities include:
• Strategy & Function Building: Design and own the end-to-end CS operating model, including customer segmentation, playbooks, health scoring, quarterly business reviews (QBRs), and CS technology stack selection and implementation.
• Retention & Growth: Own accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and churn metrics. Establish proactive strategies for renewals and expansion opportunities.
• 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, building deep relationships with C-suite and executive sponsors.
• Cross-Functional Collaboration: Partner with Product to influence roadmap priorities, Sales for seamless customer handoffs, and Marketing to build customer advocacy and case studies.
• Team Leadership: Recruit, coach, and scale a high-performing CS team focused on driving tangible customer outcomes and measurable business impact.
Success will be measured by financial metrics (GRR, NRR, renewal rate, expansion revenue), product health metrics (time-to-value, product adoption/engagement, CSAT/NPS, at-risk account identification), and operational metrics (account coverage, executive engagement, referenceability, process scalability).
Requirements: Not specified in the posting.
