Customer Success Team Lead

FranConnect•Herndon, VA

About The Position

We are looking for an eager, customer-centric CSM Team Lead! This role is responsible for ensuring our customers achieve measurable value from our solutions. Primary focus is on elevating the customer experience, driving retention, and identifying growth opportunities. You’ll have the unique opportunity to help shape this next chapter—bringing fresh ideas, building scalable processes, and influencing how we deliver success at scale. The ideal candidate is a player-coach who can both lead a small team and engage directly with key customers, driving outcomes that align with business objectives.

Requirements

5+ years of experience in customer success or account management in a B2B SaaS environment.
2+ years of leadership experience, including prior management or player-coach experience.
Proven ability to manage a portfolio of customers (30-50 accounts) using prioritization and time management skills.
Familiarity with customer success methodologies (CSM playbooks, health scoring, QBRs) to manage retention and churn.
Strong consultative and problem-solving skills with the ability to align technology solutions to customer needs.
Excellent communication & presentation skills to engage with executive and operational stakeholders.
Experience with CRM & Customer Success Platforms (Salesforce, Gainsight, ChurnZero, etc.).
Ability to work cross-functionally with all functions in the business.
Naturally curious with the ability to learn and adapt quickly in an ever-evolving environment.
Bachelor's degree: Business and Technical Degrees preferred
Willing to travel up to 40% to client sites, conferences, and HQ, etc.

Nice To Haves

Experience in franchising or with franchise management software is a plus.

Responsibilities

Serve as the trusted advisor for a portfolio of current customers, understanding their business objectives and aligning our solutions to their needs.
Drive usage, value, and overall product adoption by guiding users through best practices and product functionality.
Leverage customer insights and data analytics to proactively identify account health risks (low engagement, adoption issues, churn signals) and develop strategies to mitigate them.
Lead value-driven QBR’s and renewal conversations.
Identify upsell opportunities and develop expansion strategies in collaboration with account management to drive growth.
Build strong relationships with key stakeholders, including decision-makers, influencers, and day-to-day users.
Maintain an ongoing understanding of FranConnect products, the franchising industry, and key market trends.
Maintain accurate customer health scores, usage reports, and engagement tracking in Salesforce and ChrunZero.
Up to 40% travel time to conferences, client sites for in-person meetings or QBR, etc.
Manage a small team of CSMs, providing feedback, coaching, and best practices.
Support the professional development and performance of team members.
Partner with leadership to evolve CS processes, playbooks, and success metrics.
Act as an escalation point for customer issues within your team.
Act as the voice of the customer, providing internal teams (Product, Sales, and Marketing) with feedback to improve the platform.
Facilitate cross-functional team collaboration to streamline customer workflows and experiences.