What are the responsibilities and job description for the Senior Manager, Customer Success position at Boostly?
About BoostlyBoostly 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 heightsThe RoleAs 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.What You'll DoOwn 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.What We're Looking ForMust-Haves5 years in Customer Success, Account Management, or a related post-sales role in B2B SaaS, with at least 2 years leading a teamTrack record of measurably reducing churn or improving net revenue retentionExperience building or overhauling CS processes — you've designed playbooks, not just followed themStrong operational instincts — you think in terms of efficiency, cost per retention, and revenue per CSM, not just activity metricsDirect, high-trust leadership style — you set clear expectations and hold people accountable without micromanagingComfortable with data — you can pull insights from dashboards, build reports, and make decisions based on what the numbers sayNice-to-HavesExperience in restaurant technology, hospitality, or SMB SaaSFamiliarity with usage-based or hybrid pricing models and customer migration strategiesBackground scaling a CS team during a high-growth, Series A/B stageExperience with tools like HubSpot, Intercom, or similar CS/CRM platformsProven ability to partner cross-functionally with Sales and Product to influence roadmap and handoff qualityWhy You'll Love Working at BoostlyImpact & Growth:See your work directly contribute to increased revenue for restaurant ownersBe part of a Series A company with strong investor backing and clear path to scaleOpportunity for rapid career advancement as we expand our teamCulture & Environment:Work alongside SaaS industry veterans who understand the space deeplyRegular team gatherings and company-wide celebrations of winsDirect access to leadership and transparent communication at all levelsCompensation & Benefits:Competitive salary with equity participation in our growth storyExcellent medical, dental, vision, and 401k benefitsGenerous PTO policy and company holidaysOn-site gym and other amenitiesOur Commitment to YouAt Boostly, we believe diverse perspectives make us stronger. We're committed to building an inclusive team where everyone can do their best work. We welcome applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or disability status.Ready to Join Us?If you're excited about helping restaurant owners succeed while building something meaningful at a high-growth company, we'd love to hear from you.
Salary : $1 - $15