Customer Success Manager

The Goddard School•Upper Merion Township, PA

About The Position

At Goddard Systems, LLC (GSL), the Customer Success Manager supports a nationwide network of independently owned and operated Goddard School locations by helping school teams adopt and realize value from systems, tools, and processes designed to improve enrollment performance. The role connects the franchise system with GSL teams, ensuring users get more value from evolving CRM and sales capabilities and that their experiences inform ongoing improvements. The position requires building credibility and influencing franchisees, school leaders, and internal partners without direct authority in a collaborative, matrixed environment. The Customer Success Manager investigates adoption barriers, uses data to identify opportunities, shares field insights with leadership and product teams, and helps make technology and processes practical for school operations. The role also contributes to scalable Customer Success playbooks, engagement models, and best practices as the Sales Enablement function grows.

Requirements

4+ years of experience in Customer Success, Franchise Support, Sales Enablement, SaaS implementation, or a similar customer-facing role.
Demonstrated experience driving adoption of a technology platform, business process, or new organizational capability.
Experience working with CRM systems and using adoption, engagement, or performance data to identify opportunities and guide action.
Strong analytical skills and ability to translate data into a clear story, recommendation, and action plan.
Demonstrated ability to build relationships and influence stakeholders without direct reporting authority.
Strong written, verbal, and presentation skills, with the ability to adapt communication for frontline users, business owners, and senior leaders.
Strong organizational and project-management skills, including the ability to manage multiple schools, cohorts, initiatives, and stakeholders simultaneously.
Comfort working in an evolving environment where processes and playbooks may still be under development.
Customer empathy combined with business judgment and the ability to distinguish individual preferences from broader system needs.
Consultative problem-solving skills, including asking questions, identifying root causes, and addressing more than the immediate request.
Comfort using data to determine where attention is needed and whether an intervention is working.
Ability to build trust, establish credibility, and move people toward action without direct authority.
Systems thinking that recognizes how technology, process, training, communications, and behavior are interconnected.
A builder's mindset and comfort creating structure and improving playbooks as the function evolves.
Practical judgment about creating processes people can use, listening, simplifying, and challenging the status quo.

Nice To Haves

Bachelor's degree or equivalent combination of education and relevant professional experience preferred.
Experience supporting franchise, dealer, channel, or other distributed operating models.
Experience with SaaS Customer Success practices such as success planning, health scoring, adoption monitoring, business reviews, or voice-of-customer programs.
Experience supporting CRM implementation, change management, or digital transformation.
Familiarity with Salesforce, HubSpot, or comparable CRM platforms.
Experience partnering with Product, Technology, or UX teams to translate user feedback into product improvements.
Experience in education, childcare, consumer services, hospitality, healthcare, retail, or another multi-location service environment.

Responsibilities

Drive adoption and effective utilization of the CRM and supporting sales capabilities across participating schools, integrating technology into enrollment activities and workflows.
Monitor adoption, engagement, and utilization data to identify schools or user groups needing additional support, reinforcement, or intervention.
Proactively engage franchisees and school teams to understand their experience, identify adoption barriers, and help them realize greater value from available capabilities.
Equip Franchise Consultants, Regional Directors, and the Field Marketing Team with insights into adoption, challenges, best practices, and opportunities for reinforcement.
Develop success plans for schools or cohorts needing additional support and establish measures for progress.
Gather and synthesize field feedback about functionality, workflows, and user experience, translating it into business needs and recommendations.
Partner with Product, MarTech, and other technology stakeholders to inform CRM enhancements, workflow improvements, and future capabilities.
Partner with Marketing, Learning & Development, and Operations to identify education, communication, resources, or reinforcement that may improve adoption.
Identify high-adopting and high-performing schools and share their practices as repeatable approaches across the system.
Track and communicate success measures, including adoption, utilization, engagement, sentiment, and indicators of business value.
Create regular summaries and business reviews that turn adoption and usage data into insights and recommended actions.
Champion the franchisee and school experience internally, helping ensure sales technologies and processes are practical, intuitive, and aligned with school operations.
Contribute to scalable Customer Success playbooks, engagement models, and best practices as the Sales Enablement function grows.