DescriptionLocation: Tampa, Florida (On-site)
Job Summary: Frame is looking for a hands-on Director of Customer Success to build and lead our post-sale function from the ground up. In this role, you will define the customer journey-from onboarding to expansion-and establish the playbooks, metrics, and team needed to scale. You'll be the ultimate advocate for our customers, ensuring deep engagement, driving retention, and embedding the voice of the customer across Frame.
Key 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.
- Success Metrics:Financial: Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Renewal Rate, Expansion Revenue.
- Product & Health: Time-to-Value, Product Adoption/Engagement, CSAT/NPS, % At-Risk Accounts
- Operational: Account Coverage, Executive Engagement, Referenceability/Case Studies, Process Scalability
RequirementsRequired Skills & Experience:- Experience: 7+ years in B2B SaaS CS/Account Management, with 3+ years managing teams. High-growth or early-stage experience preferred.
- Track Record: Proven success building or scaling a CS function while driving retention and lowering churn.
- Player-Coach Mindset: Comfort operating with ambiguity, building structure, and jumping in directly with key clients.
- Cross-Functional & Analytical: Expertise in SaaS metrics (GRR, NRR), CS tool implementations, and influencing Product/Sales teams.
- Domain: B2B technical SaaS experience required; Cybersecurity background strongly preferred.
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.
