Digital Customer Success Manager
Digital Customer Success Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Who is FranConnect
FranConnect is the leading franchise and multiunit 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 FastestGrowing 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 privateequity 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.
Why Join Us
At FranConnect we believe that great companies are built on great cultures. Our team is passionate collaborative and driven by a shared mission: to empower franchise and multilocation businesses with the tools they need to thrive. We foster an environment where innovation transparency and continuous learning are at the core of everything we do. Employee growth and wellbeing matter to us and we take pride in cultivating a workplace where every voice is heard ideas are valued and contributions make a real impact.
Joining FranConnect means being part of a company that not only values its people but also plays a crucial role in shaping the future of franchising and multilocation businesses. If youre looking for a place where you can grow contribute meaningfully and be part of something bigger wed love to have you on our team!
About the role
This is an exciting new role on our team that is going to impact the business and help shape the future of digital customer success in the next phase of our growth! We are seeking a highly motivated customer success professional who possess a digitalfirst engagement mindset. This role will be a hybrid of building scalable onetomany digital programs that improve and enhance the customer experience and direct customer management for a small portfolio of SMB and midmarket customers.
As a key member of the Customer Success team you will manage our techstack to create and implement digital engagement programs to drive customer interactions retention and identify opportunities for upsell/crosssell within our customer base.
Key Responsibilities
Digital Programs & Scalable Engagement 70
- Design and execute scalable digitalfirst engagement strategies (e.g. customer journey automation playbooks email campaigns webinars inapp messaging) to ensure customers obtain maximum value from FranConnect (drive product adoption and retention).
- Utilize data and analytics to track engagement trends detect customer behaviors that could signal churn rick and optimize digital programs for maximum impact.
- Stay up to date on industry trends and best practices to continuously assess and improve the digital CS strategy.
- Collaborate with leadership & crossfunctional teams to refine customer journey mapping enhance engagement strategies and optimize automation processes to meet renewal / upsell targets.
- Perform daytoday management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement using techenabled customer success tools (e.g. Gainsight ChurnZero HubSpot or other automation platforms).
Customer Portfolio Management (HighTouch Engagement 30
- Serve as a trusted advisor for a small group of select SMB and midmarket customers ensuring successful onboarding adoption and growth.
- Advocate for customers internally by collaborating with Product Support and Sales to drive customer needs and feedback.
- Leverage data analytics automation tools and online platforms to proactively engage with customers and monitor customer health specifically:
- Track and analyze product usage engagement and customer feedback to identify and act on areas for improvement.
- Identify risks (churn signals) and opportunities (upsell/crosssell potential).
- Proactively manage customer health conduct periodic checkins and identify expansion opportunities.
What Youll Need (Qualifications)
- 3 years of customer success management experience preferably in a SaaS environment with at least 1 year in a digital or tech touch role.
- Experience creating and managing digital customer engagement programs.
- Strong analytical mindset with the ability to interpret data and translate insights into action.
- Passion for technology and a customerfirst mindset.
- Familiarity with customer success platforms like ChurnZero and Gainsight (experience with ChurnZero is a plus).
- Experience using CRM tools (Salesforce Hubspot Zendesk).
- Basic knowledge of data analytics and AIpowered chatbots and automation tools for scaling customer engagements is a plus.
- Exceptional communication and relationshipbuilding skills with the ability to engage both digitally and facetoface.
- Strong problemsolving and criticalthinking skills.
- Ability to prioritize tasks and manage time effectively.
- Bachelors degree from a 4year college or university.
Required Experience:
Manager
Employment Type
Full Time
