Customer Success Manager

Franki is transforming how people discover and choose where to eat, drink, and explore. They are seeking a Customer Success Manager to build and grow relationships with SMB restaurant partners, ensuring they derive meaningful value from the platform. The role involves onboarding, product adoption, and identifying opportunities for retention and expansion while collaborating with various teams to enhance customer experience.

Responsibilities:

• Lead onboarding and activation for new customers transitioning from Sales, ensuring a smooth and successful start
• Conduct product trainings to help partners understand features, best practices, and opportunities for immediate value
• Own a portfolio of SMB restaurant partners as their primary point of contact
• Build strong, trust-based relationships through regular check-ins and strategic business reviews
• Develop and manage customer success plans with clear goals, timelines, and KPIs
• Monitor customer health metrics to proactively identify churn risks and retention opportunities
• Identify and support upsell and cross-sell opportunities aligned with customer needs
• Drive renewal success and long-term account expansion
• Act as the voice of the customer internally—sharing insights and feedback with Product, Sales, and Marketing
• Analyze usage data, performance trends, and campaign results to deliver actionable insights
• Maintain accurate account records and reporting in Salesforce and internal dashboards
• Serve as an escalation point for customer issues, coordinating timely resolution with internal teams

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Strong understanding of the customer lifecycle—from onboarding through renewal and expansion
• Proven ability to build consultative, trust-based relationships with SMB customers
• Experience conducting customer check-ins, QBRs, and data-driven performance conversations
• Comfort working with customer health scoring, churn mitigation strategies, and success metrics
• A data-driven mindset, using insights and trends to inform strategy and recommendations
• Proficiency with tools like Salesforce, Outreach, G-Suite, ChiliPiper, and CRM-driven systems
• Excellent written and verbal communication skills
• Strong organizational and prioritization skills across a large account portfolio
• Experienced in SaaS, hospitality tech, digital marketing, or CRM-driven environments
• Comfortable working in a fast-paced, goal-oriented startup environment
• Energized by cross-functional collaboration and continuous improvement