Job Description

Who is FranConnect?

FranConnect is the leading enterprise software provider for franchise and multi-location businesses. For 25+ years, the FranConnect AI-powered platform has served as the backbone for sales, operations, and marketing for over 1,500 brands and one million locations worldwide. Iconic brands such as Bojangles, Capriotti’s, Gold’s Gym, Neighborly, and Papa John's rely on FranConnect to expand locations, streamline unit operations, enhance collaboration, and improve profitability. 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.

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 you’re looking for a place where you can grow, contribute meaningfully, and be part of something bigger, we’d love to have you on our team!

of Job Function:

As a Customer Success Manager, you will manage a defined book of business and serve as the strategic partner to customers within an assigned vertical. You will work within a dedicated pod that includes other CSMs and Account Managers who collectively support a vertical segment. Verticals include:

• Restaurants (QSR & Fast Casual)
• Commercial & Residential Services
• Personal Services
• All Other

You will be accountable for driving adoption, retention, and customer growth, with performance tied directly to NRR, GRR, and NPS This role requires a high degree of ownership, critical thinking, and proactive engagement to ensure customers realize measurable value and continue expanding their usage of FranConnect solutions.

Primary Duties & Responsibilities

Customer Engagement & Relationship Management

• Serve as the primary owner of customer outcomes within your assigned portfolio (~ $300K–$400K MRR), ensuring customers achieve their goals and expand their value with FranConnect.
• Establish a strong point of view on customer needs by applying critical thinking to uncover root causes, risks, and opportunities—not just surface-level issues.
• Demonstrate proactive leadership by anticipating challenges, initiating action plans, and bringing recommendations—not problems—to customers and internal teams.
• Build deep relationships with stakeholders and lead regular Quarterly Business Reviews (QBRs) centered on usage analytics, ROI, and measurable business outcomes.

Retention, Growth & Portfolio Performance

• Hold direct responsibility for delivering customer outcomes that improve NRR, GRR, and NPS across your book of business.
• Proactively identify expansion opportunities using a consultative, insights-driven approach; partner with Account Managers to execute commercial motions.
• Analyze customer data to identify usage gaps or stagnation, then develop proactive strategies to increase adoption, deepen product stickiness, and support overall customer growth.
• Lead renewal preparation and value justification with an ownership mindset, ensuring customers clearly understand the impact of FranConnect on their business.

Proactive Risk Management

• Monitor customer health signals and take early, decisive action to mitigate risk prior to escalation.
• Develop structured, proactive success plans based on customer goals, usage patterns, and vertical-specific insights.
• Bring thoughtful recommendations and alternatives when challenges arise—using critical thinking instead of reactive problem-solving.

Pod Collaboration & Vertical Expertise

• Work collaboratively within your vertical pod to share best practices, insights, and trends to improve outcomes across customers.
• Contribute to vertical playbooks, frameworks, and industry-specific strategies to strengthen FranConnect’s expertise and effectiveness in each segment.

Advocacy & Feedback Loop

• Act as the customer’s internal champion by sharing data-backed insights and structured feedback with Product, Marketing, and other teams.
• Proactively identify potential customer advocacy opportunities, including stories that showcase business impact and growth.

Operational Excellence & Accountability

• Maintain accurate documentation, health scoring, and activity tracking in Salesforce and ChurnZero.
• Identify opportunities to improve internal processes and customer workflows—taking ownership of driving clarity, structure, and continuous improvement.
• Stay up to date on industry trends and FranConnect product capabilities, applying this knowledge strategically within your vertical.

Requirements

What You’ll Need (Qualifications)

• 5+ years of experience in customer success or account management in a B2B SaaS environment.
• Demonstrated ability to own customer outcomes and manage a revenue portfolio with measurable performance targets.
• Strong critical thinking skills with the ability to analyze customer data, identify patterns, and translate insights into strategic action.
• Track record of proactive customer engagement—anticipating needs, proposing solutions, and preventing risks before they materialize.
• Proven success running strategic meetings such as QBRs and executive-level discussions.
• Excellent communication, storytelling, and executive presentation skills.
• Proficiency with Salesforce, Gainsight, ChurnZero, or similar success platforms.
• Ability to collaborate within a pod structure, contribute to shared goals, and support cross-functional initiatives.
• Curiosity, adaptability, and a growth mindset geared toward continuous improvement and customer value creation.
• Bachelor's 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.