Customer Success Manager

Coframe is a marketing technology company partnered with OpenAI, focusing on innovative AI solutions. As a Customer Success Manager, you will drive customer success, ensuring measurable ROI while collaborating with various teams to optimize customer experiences and expand revenue opportunities.

Responsibilities:

• Own Customer Outcomes: Be the primary driver of customer success from onboarding through renewal and expansion. You're responsible for ensuring customers realize measurable ROI from Coframe
• Lead Onboarding: Partner with Growth Strategists and engineers to get customers live fast — coordinating the handoffs, timelines, and approvals that turn a new contract into a running experiment program
• Be the Liaison: Serve as the day-to-day point of contact between customers and the Coframe team. Make sure experiments are launching, variants are getting approved, results are being communicated, and nothing is falling through the cracks
• Drive Adoption & Value: Conduct business reviews, run demos to showcase new features and capabilities, and proactively identify opportunities to deepen product adoption and expand testing velocity across customer organizations
• Be the Customer Champion: Serve as the voice of the customer internally — partnering with Product, Engineering, and Research to translate customer feedback into roadmap priorities
• Expand Revenue: Identify and close upsell and cross-sell opportunities within your book of business, including expanding customers into new Coframe capabilities like copy optimization, segmentation, and UI code generation. Lead negotiation and renewal conversations with confidence. You'll own net revenue retention targets
• Build the Playbook: Define and iterate on CSM processes, success metrics, and scalable frameworks — including renewals, contract management, volume upgrades, and overage billing — as we grow from early-stage to Series A and beyond