Customer Success Manager

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!

We’re looking for a Customer Success Manager to join our growing B2B team, with a focus on onboarding, enabling, and driving growth with our global SMB customer base. 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.

• 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

• 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

• 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

• 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.

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 accommodations@frame.work.