Senior Manager, Customer Success

Boostly•Lehi, UT

About The Position

About Boostly Boostly is the leading marketing platform for restaurants, empowering restaurant locations to unlock the value of their customer data and drive unprecedented revenue growth. Our gamified, behavioral-based marketing experiences deliver 10x higher engagement rates than traditional marketing, generating an average return of $15 for every $1 our restaurant partners invest. Recently securing $22M in Series A funding led by PeakSpan Capital, we're accelerating our mission to transform how restaurants connect with their customers. Our team combines industry expertise with cutting-edge technology to deliver solutions that truly move the needle for hardworking restaurant owners. Our Core Values: COOK, WIN, GROW 🔥 COOK: We bring passion, accountability, and bias for action every day 🏆 WIN: We're competitive, results-driven, and celebrate shared success 🌱 GROW: We embrace learning and help each other reach new heights The Role As Senior Manager, Customer Success, you'll own the entire post-sales customer journey — from onboarding through renewal and expansion. You'll build the playbooks, processes, and team that turn new restaurant partners into long-term, growing accounts. This isn't a "maintain the status quo" role. You'll inherit a growing book of business and a small team, then figure out how to reduce churn, increase net revenue retention, and do it all more efficiently. You'll have real ownership, real constraints, and real impact on Boostly's trajectory. This role reports directly to the CCO and works closely with Sales, Product, and leadership.

Requirements

5+ years in Customer Success, Account Management, or a related post-sales role in B2B SaaS, with at least 2 years leading a team
Track record of measurably reducing churn or improving net revenue retention
Experience building or overhauling CS processes — you've designed playbooks, not just followed them
Strong operational instincts — you think in terms of efficiency, cost per retention, and revenue per CSM, not just activity metrics
Direct, high-trust leadership style — you set clear expectations and hold people accountable without micromanaging
Comfortable with data — you can pull insights from dashboards, build reports, and make decisions based on what the numbers say

Nice To Haves

Experience in restaurant technology, hospitality, or SMB SaaS
Familiarity with usage-based or hybrid pricing models and customer migration strategies
Background scaling a CS team during a high-growth, Series A/B stage
Experience with tools like HubSpot, Intercom, or similar CS/CRM platforms
Proven ability to partner cross-functionally with Sales and Product to influence roadmap and handoff quality

Responsibilities

Own retention and reduce churn by diagnosing where and why customers leave, then building the onboarding and engagement playbooks to fix it.
Build an efficient CS operating model — define clear ownership across onboarding, adoption, renewal, and expansion. Create a headcount plan that drives better results without growing the department's spend.
Drive net revenue retention by identifying and executing expansion opportunities, including migrating customers to higher-value plans.
Lead and develop the CS team — set clear expectations, give direct feedback, and raise performance while keeping trust and morale high.
Simplify tools and workflows so your team spends more time on proactive customer work and less time on admin.
Use data to prioritize — regularly review performance against targets for onboarding speed, retention, and expansion. Run experiments. Kill what doesn't work.