Director of Customer Success

🔥 2 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 15%

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Frame Security

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2025

🔒 Cybersecurity

☁️ SaaS

🔥 Funding within the last year

💰 $50M Venture Round on 2026-05

Cybersecurity • SaaS

Frame Security is a cybersecurity company that provides an AI-driven security awareness platform for organizations. It offers hyper-realistic phishing and deepfake simulations, an AI Content Studio for personalized security/compliance training, phishing triage to automate suspicious-email handling, human risk scoring and reduction, integrations with enterprise systems, and board-ready reporting and analytics. The product is delivered as a platform aimed at reducing human risk and improving organizational security posture.

📋 Description

• Design and own the end-to-end Customer Success 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 Customer Success team focused on tangible customer outcomes. • Build and lead the post-sale function from the ground up, defining the customer journey from onboarding to expansion and establishing scalable playbooks, metrics, and team structure.

🎯 Requirements

• 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. • Cybersecurity background strongly preferred. • High-growth or early-stage experience preferred.

🏖️ Benefits

• Medical, dental and vision insurance. • Monthly connectivity reimbursement. • Unlimited paid time off. • 401(K) Retirement Savings Plan. • Competitive Salary and Meaningful Equity: Everyone has a meaningful stake in the company.

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