FranConnect · 3 weeks ago
Digital Customer Success Manager
Herndon,VA,US
Full-time
Hybrid
Mid Level
3+ years expFranConnect is the leading franchise and multi-unit management software provider. The Digital Customer Success Manager will support the Emerging Market customer segment by delivering a digital-first customer experience through engagement strategies, proactive outreach, and data-driven guidance.
Information TechnologySoftware
No H1B
Responsibilities
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
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
Monitor dashboards, usage data, and digital alerts to identify early risk indicators and intervene proactively
Develop and refine digital interventions that address common patterns in customer behavior
Identify opportunities to increase customer adoption, deepen product usage, and improve customer sentiment
Route expansion opportunities as appropriate and collaborate with internal teams to ensure customer needs are met
Use FranConnect’s CSM tech stack (ChurnZero and Salesforce) to manage workflows, track engagement, and drive automation
Maintain accurate customer data, health scores, and activity logs in all systems of record
Identify opportunities for automation, improved digital communications, and efficiency in scaled management motions
Stay current on product updates and continuously improve your ability to guide customers through digital-first success motions
Qualification
Required
3+ years of Customer Success experience in a SaaS environment, including 1+ year specifically in a digital/tech-touch or scaled CS role
Proven experience supporting customers through digital-first motions and scaled engagement strategies
Demonstrated ability to own outcomes, make proactive decisions, and apply critical thinking to complex customer challenges
Strong ability to interpret and act on customer data, engagement metrics, and usage patterns
Experience using customer success platforms (e.g., ChurnZero, Gainsight) and CRM tools (e.g., Salesforce, HubSpot)
Comfort delivering primarily digital engagement—including webinars, office hours, in-app messages, and automated campaigns
Excellent written and verbal communication skills, with the ability to create compelling, scalable content for digital programs
Strong organizational skills with the ability to manage competing priorities across a large customer base
Preferred
Bachelor's degree from a 4-year college or university preferred
Company
FranConnect
FranConnect is the #1 provider of Franchise Management Systems with the most comprehensive franchising solution on the Planet!
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2017-05-26Debt Financing
2014-11-13Series Unknown
Leadership Team
Gabby Wong
CEO
Andrew Jackson
Chief Technology Officer
Recent News
2025-11-03
Company data provided by crunchbase