Customer Success Manager

Description

Fran Connect is the leading enterprise software provider for franchise and multi-location businesses. For 25+ years, the Fran Connect AI-powered platform has served as the backbone for sales, operations, and marketing for over 1,500 brands and one million locations worldwide. Iconic brands such as Bojangles, Capriotti’s, Gold’s Gym, Neighborly, and Papa John’s rely on Fran Connect to expand locations, streamline unit operations, enhance collaboration, and improve profitability.

Backed by private equity investor Serent Capital, Fran Connect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia, and Canada. For more information on Fran Connect, visit

At Fran Connect, we believe that great companies are built on great cultures. Our team is passionate, collaborative, and driven by a shared mission: to empower franchise and multi-location businesses with the tools they need to thrive. We foster an environment where innovation, transparency, and continuous learning are at the core of everything we do. Employee growth and well-being matter to us, and we take pride in cultivating a workplace where every voice is heard, ideas are valued, and contributions make a real impact.

Joining Fran Connect means being part of a company that not only values its people but also plays a crucial role in shaping the future of franchising and multi-location businesses. If you’re looking for a place where you can grow, contribute meaningfully, and be part of something bigger, we’d love to have you on our team!

As a Customer Success Manager, you will manage a defined book of business and serve as the strategic partner to customers within an assigned vertical. You will work within a dedicated pod that includes other CSMs and Account Managers who collectively support a vertical segment. Verticals include:

• Restaurants (QSR & Fast Casual)
• Commercial & Residential Services
• Personal Services
• All Other

You will be accountable for driving adoption, retention, and customer growth
, with performance tied directly to NRR, GRR, and NPS
. This role requires a high degree of ownership
, critical thinking
, and proactive engagement to ensure customers realize measurable value and continue expanding their usage of Fran Connect solutions.

• Serve as the primary owner of customer outcomes within your assigned portfolio (~$300K–$400K MRR
  ), ensuring customers achieve their goals and expand their value with Fran Connect.
• Establish a strong point of view on customer needs by applying critical thinking to uncover root causes, risks, and opportunities—not just surface-level issues.
• Demonstrate proactive leadership by anticipating challenges, initiating action plans, and bringing recommendations—not problems—to customers and internal teams.
• Build deep relationships with stakeholders and lead regular Quarterly Business Reviews (QBRs) centered on usage analytics, ROI, and measurable business outcomes.

• Hold direct responsibility for delivering customer outcomes that improve NRR, GRR, and NPS across your book of business.
• Proactively identify expansion opportunities using a consultative, insights-driven approach; partner with Account Managers to execute commercial motions.
• Analyze customer data to identify usage gaps or stagnation, then develop proactive strategies to increase adoption, deepen product stickiness, and support overall customer growth.
• Lead renewal preparation and value justification with an ownership mindset, ensuring customers clearly understand the impact of Fran Connect on their business.

• Monitor customer health signals and take early, decisive action to mitigate risk prior to escalation.
• Develop structured, proactive success plans based on customer goals, usage patterns, and vertical-specific insights.
• Bring thoughtful recommendations and alternatives when challenges arise—using critical thinking instead of reactive problem-solving.

• Work collaboratively within your…