Franchise Compliance Manager

Harri US•New York, NY

About The Position

The Strategic Account Director is the strategic business owner for a portfolio of Harri’s most important and complex franchise customers. The role brings executive relationships, customer strategy, cross-functional execution, and commercial growth together in a unified account strategy to drive long-term customer and business outcomes. It differs from a traditional Customer Success Manager, Program Manager, or Account Executive role and relies on executive leadership, cross-functional influence, and strategic orchestration rather than direct authority. The Strategic Account Director develops executive relationships across corporate leadership, franchise ownership groups, regional operators, and other key decision makers. The role leads account strategy and governance, coordinates cross-functional teams, and owns strategic renewal, retention, and expansion plans. Sales retains responsibility for pricing, contracting, and negotiations. As a foundational position, the role will also help define how Harri supports its largest franchise customers as the business scales.

Requirements

Expertise in Enterprise Customer Success, Strategic Account Management, Enterprise Consulting, Program Leadership, or a related customer-facing leadership role.
Experience managing complex enterprise SaaS customers with executive stakeholders.
Experience partnering with enterprise Sales on retention, renewals, and expansion strategies.
Demonstrated success developing executive account strategies that drive measurable business outcomes.
Proven ability to lead through influence in highly matrixed organizations.
Experience coordinating Customer Success, Sales, Product, Program Management, Professional Services, and Support around shared customer outcomes.
Strong commercial acumen and executive presence.
Exceptional communication, presentation, and facilitation skills.
Comfort operating in ambiguity while building new capabilities and operating models.

Nice To Haves

Franchise, restaurant, hospitality, retail, or other multi-location experience.

Responsibilities

Serve as the senior strategic owner for an assigned portfolio of franchise customers.
Build trusted-advisor relationships with executive stakeholders across corporate leadership, franchise ownership groups, and key decision makers.
Lead executive governance through business reviews, strategic planning sessions, steering committees, and executive escalations.
Develop an understanding of each customer’s business priorities, organizational dynamics, and long-term objectives.
Develop and maintain multi-year strategic account plans tied to measurable customer and business outcomes.
Establish executive governance that creates alignment, accountability, and predictable decision-making.
Anticipate customer risks and coordinate cross-functional mitigation strategies.
Translate franchise operational realities into executive-level recommendations and long-term account strategy.
Own the strategic renewal, retention, and expansion plan for each assigned account.
Identify whitespace opportunities and partner with Sales to develop growth strategies.
Provide executive account insight during commercial planning while Sales retains ownership of pricing, contracting, and negotiations.
Partner with Revenue Operations to improve forecasting accuracy and portfolio visibility.
Align Customer Success, Sales, Product, Program Management, Professional Services, and Support around a unified account strategy.
Serve as the strategic quarterback for each assigned account, align cross-functional priorities around shared customer outcomes, remove organizational friction, facilitate executive decision-making, and drive accountability without direct management authority.
Represent strategic customer priorities to Product and Engineering.
Identify trends across the franchise portfolio that influence roadmap priorities, balance customer advocacy with scalable platform strategy, and translate field insights into recommendations that improve the broader customer experience.
Maintain strategic account plans, executive relationship maps, governance cadences, and key customer decisions.
Preserve institutional knowledge through staffing and organizational transitions.
Partner with Customer Success Operations to establish scalable strategic account management practices.