Founding Customer Success Manager

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

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

Super Sonic 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, Super Sonic provides modern POS hardware, cloud back-office software, integrated payments, and AI-powered business tools. From liquor stores to convenience shops, Super Sonic helps retailers streamline operations, prevent shrink, and unlock enterprise-grade insights all at an affordable price.

Super Sonic POS

Full-Time | Tampa, FL

Super Sonic 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 Super Sonic 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 Super Sonic 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.

You'll manage a portfolio of existing Super Sonic 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 Super Sonic 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 Super Sonic as we continue to grow.

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.

• 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, Fin Tech, restaurants, retail, convenience…