Digital Customer Success Manager

Description

This is an onsite position, requiring you to be in the HQ office 3 days each week (Tuesday - Thursday), so at this time, we are only considering LOCAL CANDIDATES.

Who is FranConnect?

 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.   
 

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.

About the Role

The Digital Customer Success Manager (DCSM) is a critical member of our Customer Success organization supporting our Emerging Market customer segment, consisting of approximately 250 customers. This role focuses on delivering a best-in-class, digital-first customer experience through scaled engagement, proactive outreach, and data-driven guidance.

You will work within a pooled CSM team, ensuring customers receive timely, value-driven guidance through digital channels, automation, in-app programs, and structured playbooks. Unlike traditional CSM roles, this position uses technology, analytics, and proactive workflows to support a large, diverse customer base at scale.

Success in this role requires strong ownership, sharp critical thinking, and a highly proactive approach to identifying risks, driving adoption, and supporting customer growth. We are seeking someone who has done this work before and can help elevate our digital-first customer experience as we scale.

Primary Responsibilities 

Scaled Digital Engagement & Customer Experience  

• Execute and continuously optimize digital-first, one-to-many engagement strategies (email nurtures, in-app guidance, webinars, automation) that ensure customers obtain maximum value from FranConnect.
• Engage directly with customers via digital channels including email, in-app messaging, office hours, and group training webinars.
• Leverage data and behavior-based triggers to proactively identify churn risks, low adoption, usage gaps, and opportunities for increased product adoption.
• Own and optimize digital customer journeys to drive product usage, retention, and customer growth.
• Use customer intel and analytics to refine playbooks and proactively deliver value at scale.
• Collaborate cross-functionally to enhance the digital customer journey, digital communications, and product experience.

Customer Management in a Pooled CSM Model  

• Serve as a trusted point of contact for the Emerging Market pooled portfolio, ensuring consistent, high-quality digital engagement across ~250 customers.
• Conduct digital success reviews or value check-ins using scalable frameworks and templated content.
• Support core performance goals across the portfolio, including NRR, GRR, product adoption, and NPS.
• Monitor and respond to customer health indicators, usage changes, and customer inquiries via structured digital workflows.
• Identify customer expansion opportunities and collaborate with Account Managers to route qualified upsell/cross-sell leads.
• Maintain accurate customer information, activity logs, and customer health data across all systems.

Proactive Risk &am