Manager, Client Success Mid-Market Accounts

$140,000 - $140,000/Yr

Franklincovey - Augusta, ME

Full-time - Manager

Remote - Augusta, ME

1,001-5,000 employees

About the position

The Manager, Client Success for Mid-Market Accounts at FranklinCovey is a leadership role focused on coaching and developing Client Success Managers (CSMs) while also refining client engagement strategies. This position involves managing a team of 8-10 direct reports, ensuring their performance and development, and collaborating with various departments to enhance customer success processes. The role is split between managerial responsibilities and strategic development, with a strong emphasis on client retention and growth.

Responsibilities

• Conduct weekly meetings and 1-on-1s with direct reports to coach and support their performance.
• Train direct reports on activities that drive subscription retention and growth.
• Align with sales and other leaders to ensure integrated account team collaboration.
• Support account allocation and transition processes for a seamless client experience.
• Monitor and analyze subscription revenue retention, growth, and consumption for accounts.

Requirements

• 2+ years of experience in a formal or informal leadership role.
• 3+ years of experience in training and talent development at an organizational level.
• 1+ years in a client-facing consulting role with executive/senior leaders.
• 1+ years of account or project/program management experience.

Nice-to-haves

• 2+ years record of achievement in a leadership role.
• Experience in developing and executing customer success strategies.
• Strategic leadership experience with a focus on complex client issues.
• Advanced interpersonal skills and strong data analytic skills.
• Experience managing subscription retention and growth.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• Employee stock purchasing program
• 401(k)
• Paid time off (PTO)
• Holiday pay