Customer Success Manager

  • Framework
  • Remote (United States, Canada)
  • 25 Mar, 2024
Full time Sales SCaLE21x

Job Description

Who We Are
At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.
We've started with two award-winning products, the Framework Laptop 13 and 16. Our laptops are thin, light, high-performance notebooks that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we've launched the Framework Marketplace to enable an ecosystem of parts and modules. We've seen a fantastic reception to both of our laptops from customers and reviewers from outlets like Linus Tech Tips, Ars Technica, and multiple Wirecutter reviews (including a recommendation among the best Windows Ultrabooks of 2024), along with making TIME's Best Inventions lists in 2021 and 2023. As a company, we were #35 on Fast Company's Most Innovative Companies of 2022.
We come from successful consumer electronics startups including the founding team of Oculus, and have closed multiple rounds of funding to fuel our roadmap. Even better (and maybe unusually for an early stage startup), we're in a financially healthy position going forward off of our product revenue. We care deeply about building a diverse and inclusive team, and we hope you do too!
The Position
We’re looking for our first Customer Success Manager to join our growing Framework for Business team, with a focus on onboarding, enabling, and driving growth with our SMB and Enterprise customers.  We have immense interest and excitement in our repairable, upgradeable, high-performance laptops from CTOs, CIOs, and IT Managers, and are ready for the right CSM to own and deliver on the ideal end-to-end experience.  You’ll be not just a trusted partner, but also a voice for B2B internally, driving process and product improvements for our key business customers.  The ideal candidate is entrepreneurial, goal-oriented, and eager to build up our Customer Success playbook from a blank slate.
This is a full-time role based remotely anywhere in the US or Canada.


What You'll Do

  • Serve as the primary point of contact for key enterprise customers end-to-end
  • Facilitate pilot deployments of laptops with new mid-size and enterprise customers
  • Proactively drive Framework Laptop growth with our existing SMB and enterprise customers
  • Create new SMB initiatives to improve adoption and conversion
  • Capture feedback, perform analysis, and distill product issues and requests to provide to our internal product and engineering teams
  • Work with internal Marketplace, Logistics, and Finance team members to create and improve processes for B2B
  • Influence our overall Framework for Business strategy and growth roadmap


What You Need

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


What's Nice to Have

  • 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


What You'll Love

  • Competitive salary, equity, and health benefits.
  • A 401k with matching for US employees.
  • Flexible work hours and locations.
  • The chance to work at a startup that is making a positive social and environmental impact.
Equal Opportunity
We commit ourselves to the principles of equal employment and a diverse work environment. With inclusion being one of our core values at Framework, we do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. We will consider qualified applicants regardless of criminal histories pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Ordinance.
We are also committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require an accommodation to participate in the application or interview process, please let us know by reaching out to