Head of Customer Success — Growth & Retention (Remote)

Frame Security; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Monthly connectivity reimbursement

Unlimited PTO

401(K) Retirement Savings Plan

Job summary

Frame Security is seeking a hands-on Director of Customer Success to build and lead our post-sale function from the ground up. You will define the customer journey—from onboarding to expansion—and establish playbooks, metrics, and a high-performing team to scale.

You’ll advocate for customers, drive retention and expansion, collaborate with Product, Sales and Marketing, and report on GRR/NRR while shaping the future of human-centric cybersecurity in an AI era.

Qualifications

• 7+ years in B2B SaaS CS/Account Management with 3+ years leading teams.
• Proven track record building or scaling a CS function and reducing churn.
• Experience driving renewals, expansions and high customer satisfaction.

Responsibilities

• Design and own the CS operating model, playbooks, health scoring and CS tech stack.
• Own GRR, NRR, renewal and expansion strategies with clear metrics.
• Lead high-touch onboarding, adoption and risk management programs.
• Manage executive relationships and act as customer advocate.
• Collaborate with Product, Sales and Marketing to align roadmaps and handoffs.
• Recruit, coach, and scale a top-tier CS team focused on outcomes.

Skills

CS leadership

Retention strategy

Cross-functional collaboration

Analytics (GRR/NRR)

Education

Bachelor’s degree or equivalent

Tools

Gainsight

Salesforce

Job description

Frame Security is seeking a hands-on Director of Customer Success to build and lead our post-sale function from the ground up. You will define the customer journey—from onboarding to expansion—and establish playbooks, metrics, and a high-performing team to scale.

You’ll advocate for customers, drive retention and expansion, collaborate with Product, Sales and Marketing, and report on GRR/NRR while shaping the future of human-centric cybersecurity in an AI era.