Customer Success Manager

“We enable greatness in people and organizations everywhere.

”

FranklinCovey (NYSE: FC) is the workplace of choice for

Achievers with Heart

. We are one of the largest and most trusted leadership companies in the world, with directly owned and licensee partner offices in over 160 countries and territories. With more than 2,000 global associates, FranklinCovey transforms organizations by partnering with clients to build leaders, teams, and cultures that get breakthrough results through collective action. Our services and products are primarily delivered through our subscription offerings, which are comprised of the FranklinCovey All Access Pass , which is primarily sold through our Enterprise Division, and the

Leader

in Me

membership, which is designed specifically for our Education Division. Enterprise clients include

Fortune 100

,

Fortune 500

, thousands of small and mid-sized businesses, and numerous government entities. FranklinCovey Education has shared our programs, books, and content with thousands of public and private primary, secondary, and post-secondary schools and institutions.

To learn more, visit franklincovey.com .

Title:

Customer Success Manager

Division & Department:

Enterprise Customer Success

Status:

Full-Time Exempt

Reports to:

Manager, Customer Success

Location:

Remote – Anywhere in the contiguous US, preferably in CST

Job Summary

We are seeking a dynamic and proactive Customer Success Manager to join our team. The ideal candidate will be passionate about client satisfaction and success, with a deep understanding of and experience working in the learning and development industry. As a Customer Success Manager at FranklinCovey, you will be a primary point of contact for our clients, ensuring they derive maximum value from our content, technology, and services.

Essential Job Functions

Onboarding new clients effectively, ensuring a smooth transition and rapid time to first value.

Provide orientation to the All Access Pass subscription elements.

Conduct discovery to confirm desired results and understand the learning environment, learner profile, and program timeline.

Advocate solutions by aligning relevant content, technology, and services and clearly outline a compelling and feasible implementation strategy.

Provide training, tools, templates, and guidance to support client launch and learner engagement.

Build strong client relationships focused on driving results and demonstrating value.

Conduct regular business reviews to review performance metrics, gather feedback, and identify opportunities for other subscription utilization and expansion.

Facilitate discovery and solutioning to design implementation strategies for new/additional learning programs and learner populations.

Serve as a strategic thought partner for the client, responding to client requests and questions and proactively sharing best practices.

Coordinate with internal teams (sales, services, product, and tech support) and advocate for client needs and issue resolution.

Occasional travel for client and internal meetings,Contribute to client and team success

Influence renewal and expansion opportunities by demonstrating the value of the subscription and identifying upsell/cross-sell opportunities.

Monitor client health and engagement to proactively identify and address potential issues before they impact satisfaction.

Support internal task force work to develop new client and learner engagement tools, templates, and processes.

Inform product development prioritization by representing the client perspective.

Key Measures

Client utilization of All Access Pass content, people services, and technology

Client subscription renewal and expansion, Client retention

Successful partnership with the integrated account team

Basic Qualifications

5+ years of experience and/or training in the design and administration of corporate learning and/or leadership development programs.

1+ years of experience in a customer-facing role.

Preferred Skills & Experience

1+ years of experience as a Customer Success Manager or similarly functioning position within the learning and development sector.

Demonstrated ability to manage multiple projects and priorities, strategic and tactical, simultaneously while maintaining attention to detail.

Analytical mindset with the ability to interpret data and trends to drive client success strategies.

Customer-centric approach with a passion for delivering exceptional service and support.

Proficient with Zoom, Teams, PowerPoint, and Outlook applications and comfortable with continuous learning of new technology and functionality.

Strong verbal and written communication skills, EQ, and poise and polish with live or virtual meeting presentation and facilitation.

Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels.

Knowledge of FranklinCovey content.

Experience facilitating and/or training programs of any type in a corporate setting.

Experience working in a subscription environment managing retention and growth.

Certification in Customer Success (e.g. CCSM) or related field.

Use of Salesforce or other CRM software and SharePoint.

Location-specific compensation:

California - Anticipated compensation for this position is $90-100k plus up to $18k variable pay. Actual offer may be outside of this range and will be determined by education, experience, knowledge, skills, and abilities, as well as geographic location, internal equity and alignment with market data

Colorado - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/Eb99WjZZ3I5BlBTuHQ746FgBxtvKhMzu_V4hMWfAGGhrjg?e=z38Kek

Hawaii - Not hiring in this location

Maryland - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/Eb99WjZZ3I5BlBTuHQ746FgBxtvKhMzu_V4hMWfAGGhrjg?e=Nt3nPD

New Jersey - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/Eb99WjZZ3I5BlBTuHQ746FgBxtvKhMzu_V4hMWfAGGhrjg?e=afjm6K

New York - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/Eb99WjZZ3I5BlBTuHQ746FgBxtvKhMzu_V4hMWfAGGhrjg?e=tqdnWK

Washington - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/Eb99WjZZ3I5BlBTuHQ746FgBxtvKhMzu_V4hMWfAGGhrjg?e=owFBqU

Benefits include medical, dental, and vision insurance, HSA, employee stock purchasing program, 401(k), paid time off, holiday pay, and more. Please visit https://franklincoveybenefits.com/ for details.

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Unless otherwise noted, applications will be accepted for a minimum of three (3) days from the initial published date, but the posting may close at any time after the specified duration.

Employer Information

Please visit franklincoveybenefits.com for a complete US benefits overview. Benefits may include medical, dental, or vision insurance, HSA, PTO, 401(k), holiday pay, employee stock purchasing options, or other benefits. To determine status eligibility, visit https://franklincoveybenefits.com/enroll/ .

For an overview of our Interview Process, please visit https://franklincovey.com/careers/working-at-franklincovey/ .

FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit https://www.franklincovey.com/careers/notices-and-provisions/ for our full

Equal Employment Opportunity

policies and

Notice and Pay Transparency Nondiscrimination Provision.

Direct Reasonable Accommodation requests [email protected].

For our Privacy Policy, please visit https://www.franklincovey.com/privacy (https://sites.google.com/franklincovey.com/equal-employment-opportunity/adaraptnp) .
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