Founding Customer Success Manager

SuperSonic POS•Tampa, FL

9h•Hybrid

About The Position

SuperSonic POS is seeking a Founding Customer Success Manager to manage relationships with its growing base of small-business merchants. This role involves building strong relationships, identifying opportunities, selling additional products and services, handling objections, protecting existing accounts, and ensuring merchants maximize value from the SuperSonic ecosystem. A key focus will be expanding within the existing customer base by understanding merchant businesses, identifying needs, and introducing relevant products. The role also encompasses retention, requiring proactive outreach and a dedicated point of contact for merchants. The ideal candidate is personable, comfortable with rejection, and persistent in communication.

Requirements

3+ years of experience in Customer Success, Account Management, Relationship Management, or a similar customer-facing role.
Demonstrated ability to upsell, cross-sell, or grow existing customer accounts.
Strong relationship-building and communication skills.
Comfortable having sales conversations and asking for the business.
Comfortable with rejection and persistent enough to continue working an opportunity professionally.
Strong organizational and follow-up skills.
Ability to manage a high-volume SMB portfolio without allowing accounts to fall through the cracks.
Comfortable being measured against revenue, retention, outreach, and activity KPIs.

Nice To Haves

Experience working with small-business owners is strongly preferred.
Experience in SaaS, payments, POS, FinTech, restaurants, retail, convenience stores, or related industries is a plus.

Responsibilities

Manage a portfolio of existing SuperSonic POS merchants, responsible for retention and account growth.
Build relationships with business owners and serve as their primary Customer Success contact.
Proactively contact every merchant in the assigned portfolio throughout the year with a structured quarterly outreach cadence, including multiple contact attempts.
Identify upsell and cross-sell opportunities based on merchant business needs.
Present and sell additional SuperSonic products, services, features, hardware, and solutions.
Identify and address issues with unhappy or at-risk merchants early, working internally to resolve them before cancellations occur.
Track all calls, conversations, opportunities, follow-ups, and outcomes.
Maintain a clear view of merchant health, opportunities, risks, and next steps across the entire portfolio.
Partner with Support, Operations, Sales, Payments, and Product teams when merchants require additional assistance.
Help develop Customer Success processes, playbooks, outreach strategies, and KPIs for SuperSonic's growth.