Technical Customer Success Manager

About Frame AI

Customer-focused companies work hard to be available on many channels — voice, chat, forums, social, and more. But they have a hard time listening everywhere at once. Frame pulls together customer communication across all channels, using what customers say to prioritize accounts, themes, and team behaviors that need attention to increase the quality of the customer experience and avoid churn.

We help customers be heard.

Frame has some great advantages for an early-stage startup:

  • Our founding team has deep experience, education, and network and is intensely collaborative

  • We are backed by some of the East Coast’s top VCs (FirstMark, Greycroft, G20, and others)

  • We have prestigious customers of diverse size and industry paired with sustained growth

  • We are working on some of the most exciting technical challenges of our day, accelerated by recent advances in natural language technology research and deep learning

  • We offer an opportunity to have major impact on challenging problems, surrounded by supportive coworkers with competitive pay and great benefits including a generous family leave policy

We are a small but growing professional and intellectual community, with supportive and talented people who are proud of what they build. Our collaborative environment is an ideal place to deliver to your potential while bringing more attention, listening, and understanding to the conversations people have with the companies serving their everyday needs.

This Role

Customer Success at Frame blends what other teams might call Customer Success and Technical Solutions. Our team handles the onboarding and training of new customers, enterprise tagging, analytics and integrations support, and continual product input focused on empowering customers. As a result, the work skews more technical and analytical than a typical success organization — and has a significant impact on Frame’s product roadmap.

Customer Success works collaboratively with customers to understand what problems they are trying to solve, then works backward to figure out how to help. We lean into the reality that every Frame customer has slightly different data configuration and varied needs for analysis and presentation. We’re comfortable explaining what is and isn’t possible, and discussing both short-term and long-term ways to address a problem. When possible, we use Slack shared channels so we can work directly with customer teams.

To work as rapidly and self-sufficiently as possible, a Technical CSM leverages a suite of internal software, including: custom tools for topic clustering, semantic model development, and historical data labeling; Looker; Zapier; Airtable; customer.io, and more. When necessary, Customer Ops staff may sign special NDAs with customers, complete special certifications, and use special hardware (e.g., HIPAA-compliant and/or on-prem environments).

What We’re Looking For

  • A fundamental interest in helping others, paired with curiosity that drives you to both deeply understand customer needs and keep up to date with our expanding capabilities.

  • At least two years experience in a client-facing role (e.g., technical consulting).

  • A penchant for process when it’s needed, particularly checklists, to make sure we do what we say we will

  • Enough technical strength to learn new concepts and tools quickly and collaborate directly with engineering and data teams

  • Demonstrated ability to work with data comfortably, definitely including Excel and ideally JSON and YAML

  • Clear and efficient communication, both in writing and when leading meetings with customers

  • Ability to listen and ask questions, particularly when fielding requests from customers. (Often, we can get to a better understanding of the customer’s ultimate need this way rather than simply backlogging a request.)

What You’ll Do

  • Take a proactive role in onboarding and managing enterprise customers, including coordinating with engineering to satisfy configuration needs, and leading model training.

    • Help customers tag themes and trends, both to develop their own process and to train our machine-learning software.

    • Work with sales and engineering teams to ensure customer data is successfully consolidated and integrated

    • Analyze raw data, including customer support inquiries, survey responses, forums, and technical collaboration

  • Respond to inquiries from customers, often in chat form (Intercom, Slack). These can include simple support questions, product feedback, and open-ended exploration about possible solutions.

    • Determine where each customer’s investments and efforts will be most useful

    • Use your knowledge of Frame software to configure reports for customers that highlight their customers’ trending issues

  • Conduct product R&D in the form of large-scale analysis and model development.

    • Provide feedback to internal teams on enhancements and other changes that would help customers solve problems.

    • Help our engineers enable you with tools that give our representatives superpowers.

  • Monitor a portfolio of customers to understand their ongoing needs and catch risk factors

    • Drive product adoption and usage and manage success metrics

    • Identify churn risk across the customer portfolio

Other Notes

  • Location: NYC region is preferred but the role is open to remote applicants!

  • This role is not eligible for immigration/visa sponsorship.

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