DescriptionLocation: Tampa, FL (On-site)
Who are we looking for?We're looking for a Customer Success Manager (CSM) to own and grow relationships with our customers post-sale. You'll be the strategic partner ensuring customers achieve measurable value from Frame, driving retention, expansion, and long-term success.
This is a high-impact, cross-functional role where you'll work closely with Sales, Product, and Support 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/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 to resolve issues and improve experience.
- Track and report on key success metrics (adoption, usage, retention).
Success Metrics:- Net Revenue Retention (NRR).
- Gross Retention / Churn.
- Product adoption and engagement metrics.
- Customer satisfaction (CSAT, NPS).
- Expansion pipeline contribution.
RequirementsRequired Skills & Experience:- 3-6+ years in Customer Success, Account Management, or similar client-facing role.
- Experience in SaaS, cybersecurity, or technical products preferred.
- Strong ability to manage relationships with both technical and business stakeholders.
- Proven track record of driving retention and expansion.
- Excellent communication, presentation, and problem-solving skills.
- Comfortable working in a fast-paced, high-growth environment.
- Highly organized with strong attention to detail.
- Data-driven mindset with experience using CRM/CS tools (e.g., Salesforce, Gainsight, HubSpot).
Benefits:- Medical, dental and vision insurance.
- Monthly connectivity reimbursement.
- Unlimited paid time off.
- 401(K) Retirement Savings Plan.
- Free daily on site lunch.
- On site covered parking.
