What are the responsibilities and job description for the Digital Customer Success Manager position at FranConnect, LLC?
Job Description
Job Description
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 seeking a highly motivated customer success professional who has experience leveraging digital tools, automation, and scalable strategies to engage, support, and drive value for our small (SMB) and medium-sized (Mid-Market) customers. You will manage our digital tools, drive digital customer interactions, implement strategies to drive customer engagement and retention, and identify opportunities for upsell / cross-sell within your assigned book or business.
Key Responsibilities
- Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from FranConnect.
- Use a one-to-many, scaled approach to drive customer adoption and engagement, as well as detect customer behaviors that could signal churn risk and take appropriate strategic actions.
- Leverage data analytics, automation tools, and online platforms to proactively engage with customers and monitor customer health, specifically :
- 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).
- Stay up to date on industry trends and best practices to continuously improve our digital CS model.
- Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
- Collaborate with the Customer Success leadership & cross-functional teams to refine customer journey mapping, enhance engagement strategies, and optimize automation processes to meet renewal / upsell targets.
Requirements :
What You’ll Need (Qualifications)
