Founding Customer Success Manager

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 Founding Customer Success Manager Tampa, FL·Full time Company website

SuperSonic POS is looking for our Founding Customer Success Manager to take ownership of the relationship with our growing base of small-business merchants.

About SuperSonic POS

SuperSonic POS is a retail technology company that provides a unified point-of-sale (POS), payments, and cloud back-office platform for high-volume businesses such as convenience stores, liquor stores, and specialty retailers.Headquartered in Tampa, Florida, SuperSonic provides modern POS hardware, cloud back-office software, integrated payments, and AI-powered business tools. From liquor stores to convenience shops, SuperSonic helps retailers streamline operations, prevent shrink, and unlock enterprise-grade insights all at an affordable price.

Description

Founding Customer Success Manager

SuperSonic POS

Full-Time | Tampa, FL

About the Role

SuperSonic POS is looking for our Founding Customer Success Manager to take ownership of the relationship with our growing base of small-business merchants.

This isn't a traditional Customer Success role where your job is simply to check in and make sure customers are happy.

We want someone who can build strong relationships, identify opportunities, sell, handle objections, protect existing accounts, and make sure our merchants are getting as much value as possible from the SuperSonic ecosystem.

A major focus of this position will be expansion within our existing customer base. You'll learn each merchant's business, understand what they're currently using, identify what they're missing, and introduce additional products and services that make sense for their operation.

At the same time, you'll own retention. We want our merchants to feel like they have someone at SuperSonic who knows their business and proactively reaches out, not someone they only hear from when there's a problem.

We're looking for someone who is great with people, comfortable hearing "no," and confident enough to keep the conversation going.

What You'll Own

You'll 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.

What Success Looks Like

We believe Customer Success should be measurable.

Your performance will be evaluated across areas including:

• Expansion and upsell revenue


• Consistent follow-up


• Identification and management of at-risk accounts

Every assigned merchant should receive proactive outreach every quarter.

That doesn't mean calling once and moving on. We expect thoughtful, persistent outreach with multiple attempts and follow-ups when necessary.

What We're Looking For

• 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.

How You'll Work

This position will begin in-office at our Tampa location for the first 90 days.

After the initial 90-day period, a hybrid schedule may be available based on performance, reliability, and demonstrated ability to independently manage the merchant portfolio.

Compensation

Base Salary: $70,000–$80,000, depending on experience

Target Variable Compensation: Approximately $30,000 annually

Target OTE: Approximately $100,000–$110,000+

Variable compensation is tied to measurable performance, including merchant expansion, retention, and portfolio management.

Strong performers will have the opportunity to earn above target through account growth and expansion.

Why This Role Matters

You'll be our Founding CSM, which means you aren't stepping into a finished Customer Success organization.

You'll help us build it.

You’ll have the opportunity to influence how we manage merchant relationships, measure customer health, approach retention, identify expansion opportunities, and eventually scale Customer Success as SuperSonic continues to grow.

If you're someone who can build relationships and drive revenue, and you want the opportunity to help shape a Customer Success function rather than simply inherit one, we'd like to meet you.