Director of Customer Success

Description Location: Remote (US- East Coast) About frame Security: 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. 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 a