Manager, Client Success Mid-Market Accounts

$140,000 - $140,000/Yr

Franklincovey - Dover, DE

Full-time - Manager

Remote - Dover, DE

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, aiming to drive subscription retention and growth for mid-market clients.

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.
• Meet with sales and other leaders to ensure alignment of integrated account teams.
• Support account allocation and transition processes for a seamless client experience.
• Monitor and analyze subscription revenue retention, growth, and consumption for accounts aligned to direct reports.
• Collaborate with the Director, Client Success and other leaders to develop processes and tools for customer success in the Mid-Market segment.
• Steward change management with CSMs to drive adoption of new processes.
• Monitor the impact of tools and processes on client retention and growth, recommending enhancements as needed.
• Research and share best practices in customer success and talent development.
• Train and upskill CSMs on new systems, processes, and tools.

Requirements

• 2+ years of experience in a formal or informal leadership role.
• 3+ years of experience in training and talent development at an organizational or division level.
• 1+ years in a client-facing consulting role with executive/senior leaders and/or multiple stakeholders.
• 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 that align with business objectives.
• Strategic leadership experience focusing on complex client issues and customized strategies.
• Advanced interpersonal skills and strong data analytic capabilities.
• Experience managing subscription retention and growth.
• Certification in Customer Success (e.g., CCSM) or related field.
• Familiarity with adult learning methodologies.
• Experience working in a subscription environment.

Benefits

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