Customer Success Manager SMB Market

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 .

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!

Overview of Job Function

As a Customer Success Manager you will be the primary point of contact for a portfolio of roughly 100 SMB customers helping them adopt our platform achieve their business goals and ensure longterm success. Your role is a mix of relationship management strategic consulting and retentionfocused engagement to drive adoption account expansion and overall customer satisfaction.

Key Responsibilities

Customer Engagement & Relationship Management

• Serve as the trusted advisor for a portfolio of SMB customers understanding their business objectives and aligning our solutions to their needs.
• Drive usage value and overall product adoption by guiding users through best practices and product functionality.
• Build strong relationships with key stakeholders including decisionmakers influencers and daytoday users.
• Up to 50 travel time to conferences client sites for inperson meetings or QBR etc.

Retention Expansion & Growth

• Proactively identify account health risks (low engagement adoption issues churn signals) and develop strategies to mitigate them.
• Conduct quarterly business reviews (QBRs) to showcase value track KPIs and align on future goals.
• Identify upsell and expansion opportunities by understanding customer needs and collaborating with account management to drive growth.
• Manage contract renewals amendments and renegotiations in collaboration with account management and leadership.

Advocacy & Feedback

• Act as the voice of the customer providing internal teams (Product Sales and Marketing) with feedback to improve the platform.
• Partner with Marketing to identify customer success stories and case studies and support customer advocacy initiatives such as testimonials reference programs and user groups.

Operational & Process Excellence

• Maintain accurate customer health scores usage reports and engagement tracking in Salesforce and ChrunZero.
• Maintain an ongoing understanding of FranConnect products the franchising industry and key market trends.
• Collaborate with crossfunctional teams to streamline customer workflows and experiences.

What Youll Need (Qualifications)

• 24 years of experience in customer success or account management in a B2B SaaS environment.
• Proven ability to manage a portfolio of SMB customers 100 accounts) using prioritization and time management skills.
• Familiarity with customer success methodologies (CSM playbooks health scoring QBRs) to manage retention and churn.
• Strong consultative and problemsolving skills with the ability to align technology solutions to customer needs.
• Excellent communication & presentation skills to engage with executive and operational stakeholders.
• Experience with CRM & Customer Success Platforms (Salesforce Gainsight ChurnZero etc..
• Ability to work crossfunctionally with all functions in the business.
• Naturally curious with the ability to learn and adapt quickly in an everevolving environment.
• Bachelors degree: Business and Technical Degrees preferred
• Experience in franchising or with franchise management software is a plus.
• Willing to travel up to 10 to client sites conferences and HQ (if remote) etc.