Customer Success Manager

Customer Success Manager

Location: Tampa, FL (On-site)

Frame is on a mission to build the future of Human Security in the AI era. With significant funding, a seasoned cybersecurity team building the right product, and a huge market opportunity, we are just getting started.

Our AI engine develops security awareness training and attack simulations that empower every employee to make smarter security decisions and eliminate human risk. Frame is trusted by leading global organizations on their journey to prevent AI-driven, human-centric attacks across email, voice, video, and beyond. We believe that security starts with humans as the strongest line of defense.

Join us as we build the engine that protects the human layer of every organization in the AI era.

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.

Required Skills & Experience:

• 36+ 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.

Why Frame:

• High Impact: Build and own processes from start to finish that directly impact our product and customers, affecting millions of people.
• Early-Stage Advantage: Join at the ground floor of a category-defining company. The decisions you make today will shape how the world thinks about Human Security tomorrow.
• Built to Win: Frame is backed by world-class investors, operating in a market undergoing a fundamental shift, and has the right team and product.
• Competitive Salary and Meaningful Equity: Our success is your success. Everyone has a meaningful stake in the company.