Customer Success Manager

Customer Success Manager

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, and 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 Fran Connect solutions.

Primary Duties & Responsibilities

• 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 Fran Connect.
• 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.
• 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 Fran Connect on their business.
• 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.
• 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 Fran Connect's expertise and effectiveness in each segment.
• 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.
• Maintain accurate documentation, health scoring, and activity tracking in Salesforce and Churn Zero.
• 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 Fran Connect product capabilities, applying this knowledge strategically within your vertical.

Requirements

• 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, Churn Zero, 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.