Customer Success Manager

Hi, We’re Franki 

Franki is transforming how people discover and choose where to eat, drink, and explore. Our platform is built on video recommendations from a passionate community of creators and dining enthusiasts who help people find the best experiences in their area.

We’re a fast-moving, high-ownership team that values creativity and execution. The category is dynamic and fun, and we're building a brand that reflects that energy. If you're the kind of person who has strong ideas and makes them happen, we’d love to hear from you.

About The Role

We’re looking for a Customer Success Manager to own and grow relationships with Franki’s SMB restaurant partners, ensuring they see meaningful, measurable value from our platform.

This is a frontline, customer-facing role within our Revenue organization that blends relationship management, strategic thinking, and data-driven execution. You’ll guide customers through onboarding and activation, drive product adoption, and proactively identify opportunities to improve retention and expansion.

As a Customer Success Manager at Franki, you’ll collaborate closely with Sales, Product, Marketing, and Support teams to deliver a seamless, high-impact customer experience. You’ll serve as a trusted advisor to your customers—helping them grow their businesses while strengthening the long-term health of Franki.

What You’ll Do

• 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.

You’re a good fit if you have...

• 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.

Bonus points if you're...

• 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.

Why Franki...

• Remote role with semi-flexible scheduling and collaboration across distributed teams in multiple time zones.
• Opportunity to play a key role in scaling Franki’s customer success motion.
• Direct impact on customer retention, growth, and overall business health.
• Collaborative, inclusive culture that values ownership, curiosity, and execution.
• Competitive compensation with base salary, commission, and bonus opportunities.
• Room for professional growth as Franki continues to expand.

Why Join Franki...

• Own a high-impact function within a growing startup
• Help shape how the brand connects with users, creators, and restaurant partners
• Move fast, test ideas, and lead with creativity
• Join a collaborative, ambitious team that values autonomy and original thinking
• Competitive compensation and 100% covered healthcare, dental, and vision benefits for employees

Perks & Benefits

• Remote work: Our team works remotely across the US but primarily PST time zone; we travel together several times a year for company kick-offs and mid-year meetings.
• PTO: 15 days per year, plus additional PTO between Christmas and the end of the year (25th Dec - 31st Dec). Additionally, we recognize 11 public holidays per year.
• Medical, Dental & Vision: We cover 100% of Medical, Vision, and Dental insurance costs for employees. 
• 401(k)
• Equipment: Computer & technology equipment applicable to your role.
• Monthly Stipend: To help cover some home office expenses.

The pay range for this role is:

70,000.00 - 80,000.00 USD per year Base Salary with an OTE of 120,000.00 USD