Job Description

About the client

They are the first enterprise-ready workforce management platform designed specifically for the service industry. This sector faces some of the toughest technological challenges in Human Capital Management, and they are committed to solving these with a purpose-built solution. Experiencing rapid and sustained growth, they have no intention of slowing down. The team is driven by a Service First mindset, always aiming to exceed expectations at every touchpoint.

If you're a builder, a problem-solver, and thrive in the fast-paced energy of a startup, this could be the perfect opportunity for you.

Are you a relationship-driven leader passionate about helping franchise clients thrive? We’re looking for a Director of Customer Success to oversee our franchise segment, ensuring customers are supported post-go live and get the most out of their investment. This role is ideal for someone who’s personally accountable for results and always willing to go the extra mile for every customer. You’ll report directly to the VP of Customer Success.

Key Responsibilities

Team Leadership

• Coach and mentor the franchise Customer Success Team, driving high-quality service and outcomes post-go live.
• Lead daily team activities, ensuring deadlines, priorities, and quality standards are met.
• Identify team needs and coordinate training and enablement resources.
• Collaborate cross-functionally to establish best practices for new feature releases and deployment strategies.
• Develop and enhance Customer Success playbooks and SOPs.

Client Strategy

• Build and retain strong relationships with franchise customers, acting as a trusted consultant.
• Foster connections with key corporate stakeholders and franchise accounts.
• Monitor product adoption and proactively deliver training to optimize usage.
• Present value stories using data and insights.
• Drive growth by identifying upsell and cross-sell opportunities.
• Stay up to date with ongoing product and technology developments.
• Serve as the escalation point to resolve client issues and ensure satisfaction.

General Activities

• Actively upsell and cross-sell new and existing features.
• Identify cross-platform opportunities and work closely with Sales and Go-To-Market teams.
• Own the renewal process and align billing with cross-functional teams.
• Create and implement New Restaurant Opening (NRO) opportunities.
• Develop success plans with senior leaders to showcase ROI and reduce churn.
• Coordinate strategic workshops, master classes, and webinars to boost adoption and account growth.
• Collaborate with Support and Technical teams to meet SLAs.

What You Bring

• Proven customer management experience, ideally in SaaS or franchise environments.
• Strong cross-functional collaboration skills.
• Excellent communication, both internally and externally.
• A drive for results and willingness to go above and beyond for customers.
• Ability to adapt sales and delivery approaches to different franchise systems.

Key Performance Indicators

• 95% gross retention of customers over 12 months
• 120% net retention of portfolio
• Growing and referenceable clients
• Regular Executive Business Reviews (EBRs) with stakeholders
• Success planning to showcase ROI
• Identification of upsell, cross-sell, and expansion opportunities

The salary range for this position is $120,000-$165,000

If you’re ready to make a significant impact and help franchise clients succeed, we’d love to hear from you!

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