Digital Customer Success Manager

Description

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

We are only considering candidates who are local to the Herndon, VA HQ and can be onsite 3 days per week (Tuesday - Thursday). If you are not local, please do not apply for this 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 digital-first engagement mindset. This role will be a hybrid of building scalable, one-to-many, digital programs that improve and enhance the customer experience, and direct customer management for a small portfolio of SMB and mid-market customers. 

As a key member of the Customer Success team, you will manage our tech-stack to create and implement digital engagement programs to drive customer interactions, retention, and identify opportunities for upsell/cross-sell within our customer base.

Key Responsibilities
 

Digital Programs & Scalable Engagement (70%)  

• Design and execute scalable digital-first engagement strategies (e.g., customer journey automation, playbooks, email campaigns, webinars, in-app 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 & cross-functional teams to refine customer journey mapping, enhance engagement strategies, and optimize automation processes to meet renewal / upsell targets.
• Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement using tech-enabled customer success tools (e.g., Gainsight, ChurnZero, HubSpot, or other automation platforms).   

Customer Portfolio Management (High-Touch Engagement - 30%)  

• Serve as a trusted advisor for a small group of select SMB and mid-market 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.
• Track and analyze product usage, engagement, and customer feedback to identify and act on areas for improvement.
• Identify risks (churn signals) and opportunities (upsell/cross-sell potential).
• Proactively manage customer health, conduct periodic check-ins, and identify expansion opportunities. 

Requirements

What You’ll Need (Qualifications)  

• 3+ years of customer success management experience, prefe