Customer Success Manager

Franki

Customer Success Manager for Franki, supporting SMB restaurant partners to leverage the platform. Driving product adoption and ensuring customer value through strategic relationship management and data-driven insights.

Posted 5/15/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Competitive compensation with base salary, commission, and bonus opportunities
100% covered healthcare, dental, and vision benefits for employees
15 days PTO, plus additional PTO between Christmas and New Year
401(k) plan
Monthly stipend for home office expenses

ATS Keywords

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Applicant Tracking System Keywords

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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