Founding CSM: Grow SMB Retail Partners

SuperSonic POS; Tampa (FL); Hybrid; USD 70,000 - 110,000; Full time

Job summary

SuperSonic POS in Tampa, FL is seeking a Founding Customer Success Manager to own relationships with our growing base of small-business merchants. This is not a typical CS role—you’ll build strong relationships, identify opportunities, and drive value across the ecosystem.

You’ll learn each merchant’s business, uncover needs, and introduce additional products and services that make sense for their operation. The position begins in-office for 90 days, then a hybrid schedule may be available.

Qualifications

• 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.
• 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 and be responsible for both retention and account growth.
• You'll: Build relationships with business owners and become their primary Customer Success contact.
• Proactively contact every merchant in your assigned portfolio throughout the year.
• Maintain a structured quarterly outreach cadence with multiple contact attempts when necessary.
• Identify upsell and cross-sell opportunities based on each merchant's business and needs.
• Present and sell additional SuperSonic products, services, features, hardware, and solutions.
• Identify unhappy or at-risk merchants early and work internally to resolve issues before they become cancellations.
• Follow up consistently. One unanswered call doesn't mean the opportunity is over.
• Track every call, conversation, opportunity, follow-up, and outcome.
• Maintain a clear view of merchant health, opportunities, risks, and next steps across your entire portfolio.
• Partner with Support, Operations, Sales, Payments, and Product when merchants need additional help.
• Help develop the processes, playbooks, outreach strategies, and KPIs that will shape Customer Success at SuperSonic as we continue to grow.

Skills

Customer Success

Account Management

Relationship Management

Upsell / Cross-sell

Communication skills

Sales conversations

Portfolio management

Job description

SuperSonic POS in Tampa, FL is seeking a Founding Customer Success Manager to own relationships with our growing base of small-business merchants. This is not a typical CS role—you’ll build strong relationships, identify opportunities, and drive value across the ecosystem.

You’ll learn each merchant’s business, uncover needs, and introduce additional products and services that make sense for their operation. The position begins in-office for 90 days, then a hybrid schedule may be available.