Customer Success Manager, Framework
$95-110k
+ Equity
Planet-friendly consumer electronics
Job no longer available
Planet-friendly consumer electronics
101-200 employees
Job no longer available
$95-110k
+ Equity
101-200 employees
Company mission
To remake Consumer Electronics to respect people and the planet.
Role
Who you are
- The ideal candidate is entrepreneurial, goal-oriented, and eager to build up our Customer Success playbook from a blank slate
- 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
Desirable
- 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
What the job involves
- 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
- 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
Our take
In recent years, users have seen laptops becoming thinner, more fragile and harder to repair, and a truly modular notebook computer has seemed closer to myth than reality. Consumer electronics manufacturer Framework, however, has set out to confront this issue head-on.
Helmed by Apple, Oculus and Facebook engineering heavyweight, Nirav Patel, Framework offers customers a more cost-effective and environmentally friendly alternative to the off-the-shelf laptops offered by big name brands such as Apple, Dell and Microsoft. The Framework Laptop has interchangeable parts, making it longer-lasting, more customizable and easier to repair. From the start, users can even choose which ports they want on the side of their laptop.
Framework is making a big impact with its modular laptops and upcoming 12-inch convertible aimed at entry-level users. With updates to its 13-inch model snad the new Framework Desktop, the company is expanding its reach and promoting sustainability through repairable products. The future looks exciting fas Framework continues to disrupt the tech industry with its user-focused products.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Apr 2024
$17m
SERIES A
Apr 2024
$1m
EARLY VC
Total funding: $45m
Company HQ
Union Square, San Francisco, CA
Leadership
Nirav Patel
(Founder & CEO)Previously part of the founding team at Oculus, where they served as the Head of Hardware. They also spent 5 years at Facebook as the Director of Engineering and 3 years at Apple as a Software Development Engineer.
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