Franki

Customer Success Manager

Franki

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $70,000 - $80,000 per year

About the role

  • 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.
Benefits
  • Competitive compensation with base salary, commission, and bonus opportunities
  • 100% covered healthcare, dental, and vision benefits for employees
  • PTO: 15 days per year, plus additional PTO between Christmas and the end of the year (25th Dec - 31st Dec).
  • Recognize 11 public holidays per year.
  • 401(k) plan
  • Equipment: Computer & technology equipment applicable to your role
  • Monthly Stipend: To help cover some home office expenses
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementonboardingchurn mitigationdata analysisperformance metricsupsellingcross-sellingcustomer health scoringstrategic business reviews
Soft Skills
relationship buildingconsultative sellingcommunicationorganizational skillsprioritizationproblem-solvingdata-driven mindsettrust-buildingcustomer advocacycollaboration