Manager, Customer Success
All of Canada, United States
Customer Success /
Remote /
Remote
At Secureframe, we are not just a company; we are at the forefront of revolutionizing cybersecurity compliance. Recognized as one of the industry's most innovative and trusted providers, Secureframe has consistently received accolades for our advanced technology solutions and commitment to excellence. With a robust portfolio of products that safeguard thousands of businesses worldwide, we have been featured in major publications such as Forbes’ next billion dollar startups, TechCrunch, and The Wall Street Journal for our transformative impact on the way companies achieve and maintain compliance standards.
As we continue to grow, our mission remains clear: to provide seamless, secure compliance solutions that enable businesses to focus on what they do best. Joining Secureframe means becoming part of a dynamic team dedicated to professional excellence and continuous learning in an environment that values creativity and forward-thinking.
Secureframe is backed by top VCs including Kleiner Perkins, Accomplice, Gradient Ventures (Google’s AI Fund), BoxGroup, Village Global, and many more.
About the Role
As a first-line People Manager in Customer Success at Secureframe, you will lead a team of Customer Success Managers (and/or Associates). At this level, your impact comes through your team: translating company and department goals into team objectives, coaching individuals, and overseeing day-to-day operations to ensure exceptional customer outcomes. This is a highly cross-functional role that partners closely with Sales, Support, Product, and other teams to deliver results.
Benefits
- Medical, dental, and vision benefits for you and your dependent(s)
- Flexible PTO
- 401(k)
- Paid family leave
- Ground floor opportunity as an early member of the team
What You’ll Do
- Lead a team of CSMs by setting clear goals and performance expectations aligned with Customer Success KPIs (e.g. retention, expansion, NPS).
- Monitor team performance and customer account health across the portfolio; step in on escalations and reallocate resources when needed.
- Provide regular coaching, feedback, and career development through one-on-ones, performance reviews, and growth planning.
- Drive consistency and quality in the execution of core CS processes (onboarding, QBRs, renewals), standardizing best practices across the team.
- Collaborate with cross-functional peers to resolve issues, improve the customer experience, and advocate for customer and team needs.
- Participate in hiring, onboarding, and scaling the team as the customer base grows.
Who We’re Looking For
- 2–4+ years of people management experience in Customer Success or a related customer-facing function.
- Proven ability to lead, coach, and develop a team in a fast-paced environment.
- Strong organizational skills with the ability to balance team workload and prioritize across multiple customer needs.
- Excellent communication skills: clear in setting expectations, delivering feedback, and providing visibility to leadership on team performance.
- Data-driven mindset with experience using metrics and dashboards to track performance, spot trends, and guide decisions.
- Strong conflict resolution and problem-solving skills, able to handle escalations and team challenges with calm, solutions-oriented approaches.
- Experience with compliance frameworks (SOC 2, ISO 27001, NIST, or similar) or guiding customers through audits is a plus but not required.
- Self-starter with an ownership mindset who is coachable, proactive, and detail-oriented
- Excels in a fast-paced, evolving environment
Secureframe is an equal opportunity employer. We aim to create an environment where every team member at Secureframe feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote first company. Therefore, all employees must be able to travel by air to company offsites two to four times per year (reasonable accommodations will be made where appropriate).
We've become aware of fraudulent job offers and recruiters falsely claiming to represent Secureframe.
Please note:
1. Official Communication: All genuine Secureframe recruiting communication and job offers are sent from @secureframe.com email addresses.
2. No Fees: We never ask for payments or fees from job applicants at any stage.
