Customer Success Manager (Mid-Market)

FranConnect is the leading franchise and multi-unit management software provider. For 20 years, the FranConnect platform has served as the sales, operations, and marketing backbone for over 1500 brands worldwide. Nine of the Franchise Times Top 10 Fastest-Growing franchise businesses rely on FranConnect to drive growth, improve profitability, and streamline operational performance. FranConnect customers span all sizes, growth phases, and industries and they grow 44% faster on average than the broader franchising market. Backed by private-equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia and Canada. For more information on FranConnect, visit www.franconnect.com.

Overview of Job Function

Are you passionate about Customer Success? Are you a professional with proven customer and technical acumen? Then come join FranConnect’s Customer Success team to help our customers maximize their utilization of our solutions by providing adoption best practices and optimization guidance to help them achieve their business goals!

As a Customer Success Manager, you play a pivotal role in ensuring the success and satisfaction of our valued clients. You will be responsible for developing strong relationships with key stakeholders, understanding their specific use cases and needs, and proactively guiding them to maximize the value they derive from our products and solutions.

In-office hybrid requirement - 3 days onsite at VA HQ office (Tuesday - Thursday; Monday/Friday remote)

Primary Duties & Responsibilities

• Serve as the dedicated Customer Success Manager for an assigned book of business of Mid-Market customers (brands with roughly 76-300 locations).
• Be a product expert and provide key client stakeholders strategic and tactical guidance that drives product adoption, usage and value.
• Lead regular optimization reviews aimed at improving a client’s utilization of their existing FC product mix.
• Design & execute on success plans and coordinate efforts amongst cross-functional team.
• Provide product education, enablement, thought leadership, and best practices to grow product usage.
• Proactively identify account health risks and take appropriate actions to maximize revenue retention and mitigate churn.
• Manage contract renewals, amendments, and renegotiations in collaboration with Account Management.
• Identify upsell opportunities and partner with Account Management to drive account growth.
• Partner with clients at all levels – end users, senior managers, C-Suite decisionmakers.
• Be the voice of the customer to gather and provide product feedback to Product Management and Engineering teams.
• Maintain an ongoing understanding of FranConnect products, the Franchising industry, and key market trends.

• Bachelor's degree: Business and Technical Degrees preferred.
• Minimum of 5 years of client facing professional work experience, preferably in a SaaS/tech environment.
• Minimum of 3 years of CSM experience supporting B2B/B2C SaaS applications.
• Proven success in effective delivery of Customer Success strategies while driving retention and churn goals.
• Strong problem-solving and analytical abilities, with a keen attention to detail and a commitment to delivering exceptional service.
• Strong interpersonal skills while managing a variety of internal and external relationships.
• Strong commitment to, and experience with, cross-functional partnership.
• Strong project and time management skills with the ability to prioritize effectively.
• Naturally curious with the ability to learn and adapt quickly with minimal support and guidance.
• Clear communicator with exceptional written and verbal communication skills.
• Strong ability to adapt to change.
• Some travel may be required (conferences, client sites, etc.)

Preferred Requirements (but not required):

• Experience in Franchising or with Franchise Management software.
• Experience with ChurnZero and Salesforce.com.