Customer Success Manager

Customer Success Manager

About Just Between Friends

Just Between Friends (JBF) is the leading pop-up consignment sale event business in North America. With 150\+ locations across 33 states, our Franchise Owners host large community sale events where families sell what their kids have outgrown and shop for what they need next, all at a great value. In a typical month, that means thousands of consignors and tens of thousands of shoppers coming together in their local communities.

Behind every event is JBFOne, our proprietary technology platform, and a virtual team that is all in on helping our Franchise Owners succeed. That's where you come in.

Our core values

Our values aren’t what we say, they’re what we do. They guide how we hire, how we show up, and how we bring our mission of “Helping Families Say Yes” to life.

• We treat people like friends.

Every Franchise Owner, consignor, and shopper deserves to feel heard, respected, and cared for. You’ll lead with empathy and follow through every time.

• We value progress over perfection.

We keep moving, learn fast, and get better with every day. You’ll act on good information and improve as you go.

• We are better together.

Our best results come from collaboration. You’ll work hand in hand with Franchise Owners, the Franchise Support Center team, including the Help Desk and Product Teams, so we win as one.

• We figure things out.

When something unexpected comes up, we stay calm, roll up our sleeves, and find the answer. You’ll thrive on solving problems in real time.

The role

We're hiring a

Customer Success Manager

to own the Franchise Owner experience on our proprietary technology platform, JBFOne. You'll guide owners through event onboarding and execution, run utilization scorecard reviews, lead product training, and make sure consignor and shopper issues get resolved and fed back into the product. You'll work closely with our franchise coaches to support owners in running their businesses while partnering daily with the Help Desk and Product Teams.

This is a hands-on, customer-facing role for someone who has managed a large book of customers and likes turning feedback into measurable adoption.

What you'll do

• Guided onboarding.

Assist franchise owners with onboarding and managing their events on JBFOne including pre-, mid-, and post-event processes.

• Run utilization reviews.

Track how each owner uses the platform (consignor tagging, pricing tools, POS, reporting), hold regular reviews, and coach owners toward the features that drive sale results.

• Partner with franchise coaches.

Work alongside the franchise coaching team to understand each owner's business goals and align platform adoption, training, and support with what they need to run their business.

• Lead product training.

Deliver live and recorded training for owners and their teams on new releases, event workflows, and best practices; partner with the Training \& Support Manager on documentation.

• Work with the Help Desk Team.

Serve as the escalation point for consignor and shopper issues the help desk can't resolve, share context on owner situations, and spot the patterns behind repeat tickets.

• Manage pre-event readiness.

With 20\+ sales running concurrently in peak weeks, coordinate pre-event checks, configuration reviews, and on-call coverage so owners aren't surprised on sale day.

• Run post-event wrap-up.

After each sale, review results and issues with the owner, close out open tickets, capture lessons learned, and confirm payouts and reporting are complete.

• Be the voice of the customer.

Feed structured owner, consignor, and shopper feedback into the product backlog and release planning; report adoption and satisfaction metrics monthly.

What you bring

Required

• 5\+ years in customer success, account management, or franchise/field support, managing a large book of customers (100\+ accounts or locations).
• Experience onboarding customers onto a software platform and driving measurable adoption.
• Comfortable building and running scorecards, KPI-driven reviews, and training programs from scratch.
• Strong written and verbal communication; you can explain a product change to a non-technical owner in plain language.
• Able to stay calm and decisive during live events with time-sensitive issues.
• Proficient with a CRM, help desk system (Zendesk, Freshdesk, or similar), and reporting tools.

Preferred

• Franchise, multi-location retail, or event-operations background.
• Experience with desktop and mobile solution support.
• Familiarity with support bots or AI-assisted support workflows.
• Experience working alongside offshore/nearshore support teams.

Position details

• Employment type:

Full-time.

• Location:

Remote (U.S.), with periodic travel to events and conferences.

• Schedule:

Standard business hours, with evening and weekend availability during peak sale weeks.

Ready to join our community?

If you love helping people succeed, get energized by solving problems, and want to see the direct impact of your work on 150\+ Franchise Owners and the families they serve, we'd love to meet you.

Apply today at resume@jbfsale.com