Customer Success Manager

Hi, We’re Franki

Franki is an AI-powered startup transforming how people discover and choose the next place they’ll eat, drink and play. Our platform curates video-powered recommendations provided by a vibrant community of content creators and foodies who are passionate about sharing the best their city has to offer.

At Franki, we offer a dynamic and entrepreneurial work environment with tremendous opportunities for growth. As part of our team, you will be on the ground floor of a high-growth startup that is building the future of how people will find places and experiences that create meaningful connections.

About The Role

Franki’s Sales team is seeking a Customer Success Manager who will play a crucial role in ensuring the success and satisfaction of our valued SMB clients. This role is Franki’s first investment in building a Customer Success team, meaning it’s a true “ground floor” opportunity where you can help build the future of CS/CX at Franki. Reporting to the Chief Revenue Officer, you will work and collaborate closely with cross-functional teams to drive customer adoption, retention, and expansion as we scale.

Note: This is a fully remote position, with occasional travel to team offsites and events. Candidates residing in our preferred locations; AZ, CA, FL, GA, TX will be given first consideration.

What you’ll do:

• Collaborate with Sales, Marketing, and Product teams to align customer success strategies with overall company objectives.
• Develop and implement customer success programs and processes to drive product adoption, retention, and expansion.
• Proactively identify and address customer challenges, ensuring timely resolution and overall customer satisfaction.
• Conduct regular business reviews with key accounts to assess their needs, address concerns, and explore opportunities for improved engagement, upsell or cross-sell.
• Analyze both market and customer usage and performance data to identify trends and insights, providing actionable recommendations to enhance customer success.
• Serve as the escalation point for critical customer issues, working closely with internal teams to ensure prompt resolution.
• Develop and maintain a deep understanding of our platform, staying informed about updates and new features.
• Collaborate with the Product team to provide customer feedback and insights for continuous product improvement.
• Collaborate with the Marketing team to understand our B2C and influence models in each market and implementing processes to drive engagement
• Measure and report on key performance indicators related to customer success, providing regular updates to senior leadership.
  
  

You’re a good fit if you have...

• BA/BS degree or equivalent work experience in Customer Success..
• 3+ years of Customer Success experience.
• Proficiency in G-suite products and email communication.
• Experience with Salesforce, Tableau, SalesLoft, and other similar systems.
  
  

Bonus points if you have...

• Experience in Saas.
• SFDC admin experience.
• Strong strategic planning and anticipation skills, with an ability to manage by influence.
  
  

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 and 50% for dependents.
• 401(k)
• Equipment: Computer & technology equipment applicable to your role.
• Monthly Stipend: $40 (Tax-free) to cover home office expenses
  
  

The base salary range for this role is…

• $60,000.00 - $70,000.00 per year.
  
  

Statement of Equal Opportunity

At Franki, we value diversity in backgrounds and perspectives and depend on it to drive community and our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at Franki.