Manager, Client Success Mid-Market Accounts

$140,000 - $140,000/Yr

Franklincovey - Nashville, TN

Full-time - Manager

Remote - Nashville, TN

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.
• 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.

Benefits

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