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 own and grow relationships with SMB restaurant partners, ensuring they see meaningful value from the platform while driving product adoption and improving retention.

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