Senior Customer Success Manager (ENT CSM)

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 .

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 multi-location 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 well-being 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 multi-location 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 Senior CSM you will be the primary point of contact for a portfolio of our largest enterprise customers. You will partner with these high-value customers to ensure they realize the full value of our platform. By deeply understanding each of their business goals and use cases you will drive product adoption customer engagement and long-term retention. This role is a mix of relationship management and strategic consulting with a heavy focus on mitigating churn and identifying opportunities for expansion and advocacy across the customer lifecycle.

Preference will be given to local candidates who want to commit to being onsite in the HQ office 3 days per week (Tuesday - Thursday).

Key Responsibilities

Customer Engagement & Relationship Management

• Serve as the trusted advisor for a portfolio of enterprise 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 decision-makers influencers and day-to-day users.
• Up to 50% travel time to conferences client sites for in-person 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 cross-functional teams to streamline customer workflows and experiences.

Qualifications You Need

• 5 years of experience in customer success and/or account management in a B2B SaaS environment.
• Proven ability to manage a portfolio of enterprise customers (40-55 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 problem-solving 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 cross-functionally with all functions in the business.
• Naturally curious with the ability to learn and adapt quickly in an ever-evolving environment.
• Bachelors degree: Business and Technical Degrees preferred.
• Willing to travel up to 50% to client sites conferences and HQ etc.
• Experience in franchising or with franchise management software is a plus.