Randstad Digital Americas · 14 hours ago
Customer Success Implementation Manager
Owings Mills, MD
Full-time
Onsite
Mid, Senior Level
$90K/yr - $95K/yr
7+ years expRandstad Digital Americas is seeking a Customer Success Implementation Manager to enhance franchisee success through effective onboarding and enablement. The role involves leading franchisee implementation across multiple platforms, providing training and support to ensure adoption of systems and best practices.
Information Technology & Services
Responsibilities
Own and continuously improve the franchise onboarding journey to ensure a consistent, high-quality launch experience
Develop, update, and maintain onboarding content (facilitator kits, workbooks, session guides, resource libraries, templates)
Co-host bi-monthly onboarding cohorts and lead weekly 1:1 onboarding sessions with new franchisees
Coordinate onboarding logistics, timelines, communication, and IT/tech readiness through Teams and Monday.com
Provision, configure, and validate credentials and access for required systems (HubSpot, ZoomInfo, Scorpion, LMS/Cypher, Compass, QuickBooks, Fathom, AIRPC, SRS, etc.)
Coordinate enrollment and completion tracking for SDS Essentials and related onboarding milestones
Originate HubSpot contracts and guide franchisees through setup, permissions, and portal configuration
Customize and deploy HubSpot assets (email templates, landing pages, forms, sequences, playbooks, onboarding workflows)
Train franchise admins and teams on HubSpot fundamentals and advanced usage through virtual IT sessions and 1:1 coaching
Provide ongoing support on sequences, automation, integrations, and best-practice CRM adoption
Troubleshoot HubSpot issues and partner with internal teams or HubSpot support when escalations arise
Originate ZoomInfo subscriptions and coordinate mapping/imports with ZoomInfo support
Deliver foundational training on ZoomInfo and LinkedIn prospecting techniques
Support tenured franchises in refining prospecting workflows for consistent at-bats and pipeline quality
Support franchisees in Scorpion setup, website customization, and quick digital asset creation (Canva banners, bios, headshots, etc.)
Guide basic setup and troubleshooting for QuickBooks, Fathom, LMS/Cypher, Compass, AIRPC, and SRS
Serve as Tier-1 technical enablement support for platform adoption questions and 'how-to' execution
Host weekly office hours for open Q&A, troubleshooting, and best-practice sharing
Provide real-time support via Help Desk tickets, Teams, email, phone, and text
Lead scheduled enablement check-ins with established franchises to strengthen adoption, efficiency, and performance
Identify common franchise challenges and proactively develop resources, guides, or trainings to address patterns
Partner with coaches and franchise leadership to drive action and accountability in tool use
Deliver bi-monthly virtual IT trainings across the network, including: HubSpot Basics, HubSpot Sequences & Integrations, LinkedIn prospecting / SSI improvement, Client onboarding systems, Additional platforms and initiatives as assigned
Create and maintain playbooks, job aids, and micro-trainings to reinforce adoption and reduce friction
Support onboarding of new Client Success Managers and Sales Associates in the franchise network
Represent Franchise Enablement at regional meetings, capturing feedback and reinforcing initiatives
Serve as liaison between franchise CS teams and Home Office (Marketing, Technology, Coaching, Enterprise, Shared Services)
Participate in Discovery Day by answering onboarding questions and presenting Marketing/LMS/Cypher overview as assigned
Support conferences and network events (CS track planning, speaker prep, agenda support)
Support rollout of new LMS/Cypher and additional technology tools (testing, feedback loops, adoption support)
Assist in franchise-level projects that increase efficiency, consistency, and scale across the network
Identify opportunities for automation and streamlined franchise workflows using HubSpot and other internal tools
Qualification
Required
7+ years in Customer Success, Franchise Enablement, Implementation, Onboarding, Training, or related roles
CRM / marketing automation experience (HubSpot strongly preferred)
Strong command of MS Office Suite
Strong technical aptitude across multi-platform environments
Proven ability to train, present, and guide users through adoption in both virtual and in-person settings
High organizational discipline; able to manage multiple franchise 'builds' simultaneously
Excellent communication, coaching, and relationship-management skills
Preferred
Experience supporting franchise systems or multi-location business owners
Familiarity with our systems, franchise network, or learning environment
Proficiency in Canva or similar design tools
Background in documentation, playbook development, and training content creation
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad Digital Americas
Randstad Digital is a trusted digital enablement partner that facilitates accelerated transformation for businesses by providing global talent, capacity, and solutions across specialized domains.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graig Paglieri
CEO, Randstad Digital Americas
Pascal de Hesselle
SVP, Executive Client Partner - Technology, Media & Telecom
Company data provided by crunchbase