[Hiring] Client Success Manager @FranklinCovey

Role Description

We are seeking a strategic and dynamic Client Success Manager to join our team. The ideal candidate is passionate about client satisfaction and success, with deep experience in the learning and development industry and a track record of driving measurable business outcomes with senior stakeholders in large, complex organizations. In a rapidly evolving digital and AI-enabled learning landscape, you will help clients navigate change and leverage FranklinCovey’s technology and insights to drive adoption and impact. As an Enterprise Client Success Manager at FranklinCovey, you will be a primary post-sale partner for our clients, ensuring they derive maximum value from our content, technology, and services while partnering closely with Sales to support retention and expansion.

Essential Job Functions

• Onboarding new clients effectively, ensuring a smooth transition and rapid time to first value.
• Provide orientation to the All Access Pass subscription elements.
• Conduct discovery to confirm desired results and understand the learning environment, learner profile, and program timeline.
• Advocate solutions by aligning relevant content, technology, and services and clearly outline a compelling and feasible implementation strategy.
• Provide training, tools, templates, and guidance to support client launch and learner engagement.
• Build strong client relationships focused on driving results and demonstrating value.
• Conduct regular business reviews to review performance metrics, gather feedback, and identify opportunities for other subscription utilization and expansion.
• Facilitate discovery and solutioning to design implementation strategies for new/additional learning programs and learner populations.
• Serve as a strategic thought partner for the client, responding to client requests and questions and proactively sharing best practices.
• Coordinate with internal teams (sales, services, product, and tech support) and advocate for client needs and issue resolution.
• Occasional travel for client and internal meetings, <6 times per year.
• Contribute to client and team success.
• Influence renewal and expansion opportunities by demonstrating the value of the subscription and identifying upsell/cross-sell opportunities.
• Monitor client health and engagement to proactively identify and address potential issues before they impact satisfaction.
• Support internal task force work to develop new client and learner engagement tools, templates, and processes.
• Inform product development prioritization by representing the client perspective.

Performance Metrics

• Subscription revenue retention
• Services attachment
• Client Goal achievement
• Percentage of accounts with clearly defined goals
• Progress toward agreed-upon business and learning outcomes
• Client health metrics
• Adherence to client engagement process

Qualifications

• 5+ years of experience in training and talent development at organization or division level
• 2+ years in client-facing consulting role with executive/senior leaders and/or multiple stakeholders/workstreams
• 2+ years of account or project/program management experience

Preferred Skills & Experience

• Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels
• Ability to influence renewal and expansion opportunities by identifying, validating, and positioning expansion of subscription or service sales
• Ability to deliver effective and engaging presentations both virtually and in-person
• Proficient with Zoom, Teams, PowerPoint, and Outlook, and quick to learn new digital tools and platforms.
• Able to work in a data- and AI-enabled environment, using insights to guide recommendations and client decisions.
• Demonstrated ability to manage multiple projects and priorities, strategic and tactical, simultaneously while maintaining attention to detail
• Client-centric approach with a passion for delivering exceptional service and support
• Knowledge of FranklinCovey content
• Experience facilitating training programs of any type in a corporate setting
• Familiarity with adult learning methodologies
• Experience working in a subscription environment
• Certification in Customer Success (e.g. CCSM) or related field
• Use of Salesforce or other CRM software and SharePoint
• FranklinCovey client admin or facilitator experience
• Organizational development/HR experience or credentials
• Coaching or consulting experience or certification
• Leadership experience
• Sales or Customer Success Manager experience

Benefits

• Medical, dental, and vision insurance
• HSA
• Employee stock purchasing program
• 401(k)
• Paid time off
• Holiday pay
• More details available at franklincoveybenefits.com