Customer Success Manager

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 Customer Success Manager at Secureframe, you will be an integral part of our team, dedicated to ensuring the success and satisfaction of our clients. Your role will involve establishing and nurturing long-lasting relationships with customers, understanding their needs, and ensuring that our services align with their business objectives. This role reports to a Customer Success Team Lead. It is highly cross-functional, requiring close collaboration with executive leadership as well as Sales, Partnerships, Product Management, Customer Experience, and Marketing teams.

This role is fully remote and based in Canada.

• 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

• Master our product to effectively manage customer activities, including onboarding, training, support, and growth
• Achieve key success metrics such as Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Analyze customer engagement with our platform to increase product adoption and satisfaction
• Own customer relationships post-sale, acting as the primary point of contact and trusted advisor
• Gather and communicate customer feedback to internal teams and help develop tailored solutions
• Identify upsell opportunities, drive renewals, and ensure high levels of customer retention
• Continuously refine and improve internal processes for greater efficiency
• Support customers in preparing for and successfully completing compliance audits

• 2+ years of experience with SOC 2, ISO 27001, or other compliance frameworks
• Strong experience working with federal frameworks (e.g., NIST 800-171); experience with CMMC is a significant plus
• Experience guiding customers through successful audits is highly preferred
• 3+ years in customer-facing roles with a track record of managing complex accounts
• Empathetic and customer-focused with a passion for driving customer success and revenue growth
• Strong communication and collaboration skills with the ability to influence cross-functional stakeholders
• 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.