Customer Success Manager

Summary

Join Framework's growing B2B team as a Customer Success Manager, focusing on onboarding and driving growth with our global SMB customer base. You will be the primary point of contact for strategic customers, facilitating pilot deployments and building relationships. This role involves liaising with customers to understand their needs, providing feedback to internal teams, and implementing new initiatives. You will also collaborate with cross-functional teams to improve processes and launch new B2B initiatives. The ideal candidate is entrepreneurial, goal-oriented, and comfortable working remotely in the US or Canada. This full-time position offers a competitive salary, equity, and comprehensive benefits.

Requirements

• 7+ years of experience in customer-facing SMB or enterprise customer success, account management, or sales roles
• Excellent written and verbal communication skills
• Be a quick learner on both technical and non-technical topics, with a strong ability to teach others
• Deep empathy for customers and a desire to help solve problems
• Strong cross-functional collaboration skills and familiarity working with e-commerce, finance, and/or logistics teams
• A self-driven mentality to problem-solving and approaching new initiatives
• Ability to connect with C-level executives and stakeholders to showcase the value proposition of Framework

Responsibilities

• Serve as the primary end-to-end point of contact for strategic SMB + pilot customers across global markets
• Facilitate pilot deployments of laptops with new SMB + strategic customers
• Proactively build relationships with our current account base to champion Framework within their workspaces & drive Framework Laptop growth
• Liaise with B2B customers to understand their needs, capture feedback, perform analysis, and distill product issues and requests to provide to our internal product and engineering teams
• Implement new SMB initiatives to improve adoption and conversion
• Work with internal Marketplace, Logistics, and Finance team members to create and improve processes for B2B
• Partner with B2B team and cross-functional leads to develop and launch new initiatives for B2B customers through processes and system improvements

Preferred Qualifications

• Prior experience in customer success, support, or sales for hardware products
• Previous experience in a startup or as an early member of a sales or customer success team
• A strong technical understanding of PCs and IT environments
• Proficiency with HubSpot
• Understanding of Framework’s mission & products

Benefits

• Competitive salary, equity, and health benefits
• Paid company holidays plus 20 PTO days per year
• Paid Parental Leave
• Flexible work hours and locations, including every other Friday off!
• 401K with matching for US employees
• The chance to work at a startup making a positive social and environmental impact
• $95,000 - $110,000 a year