[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Frame is seeking a hands-on Director of Customer Success to build and lead its post-sale function. The role defines the customer journey and operating model, drives customer engagement, retention, and expansion, and builds the team and processes needed to scale.

Responsibilities

• Strategy & Function Building: Design and own the end-to-end CS operating model, including segmentation, playbooks, health scoring, QBRs, and CS tech stack
• Retention & Growth: Own accountability for GRR, NRR, and churn; establish proactive strategies for renewals and expansion
• 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
• Team Leadership: Recruit, coach, and scale a high-performing CS team focused on driving tangible customer outcomes

Skills

• 7+ years in B2B SaaS CS/Account Management, with 3+ years managing teams
• 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
• High-growth or early-stage experience preferred
• Cybersecurity background strongly preferred

Benefits

• Medical, dental and vision insurance.
• Monthly connectivity reimbursement.
• Unlimited paid time off.
• 401(K) Retirement Savings Plan.
• Remote work (US-East Coast).
• Meaningful equity.

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