At a Glance
- Tasks: Manage customer relationships and ensure they achieve success with our AI security solutions.
- Company: Join Frame Security, a pioneering company in human-centric AI security.
- Benefits: Competitive salary, equity options, and the chance to shape the future of security.
- Other info: Be part of a fast-paced, innovative team with significant growth opportunities.
- Why this job: Make a real impact in cybersecurity while building strong customer partnerships.
- Qualifications: 3-6+ years in Customer Success or Account Management, preferably in SaaS or cybersecurity.
The predicted salary is between 60000 - 80000 £ per year.
Location: United Kingdom (On-site)
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 organisation in the AI era.
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 across United Kingdom and Ireland markets. 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.
Requirements
Required 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).
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.
Customer Success Manager - UK employer: Frame Security
Frame Security is an exceptional employer, offering a dynamic work environment where you can make a significant impact on the future of Human Security in the AI era. With a strong focus on employee growth, competitive salaries, and meaningful equity, we empower our team to shape the company's direction while fostering a collaborative culture that values innovation and customer success. Join us in a role that not only drives your career forward but also contributes to protecting millions of people worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Frame Security. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Frame Security before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Frame Security:Your cover letter is your chance to shine! Tell us why you want to work at Frame Security specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Frame Security!
How to prepare for a job interview at Frame Security
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
