Title: Key Account Client Success Manager
Division & Department: Enterprise Client Success
Status: Full-Time Exempt
Reports to: Manager, Client Success
Location: Remote – Anywhere in the contiguous US
Job Summary
We are seeking a dynamic and proactive Client Success Manager to join our team. The ideal candidate will be passionate about client satisfaction and success, with a deep understanding of and experience working in the learning and development industry. As a Client Success Manager at FranklinCovey, you will be a primary point of contact for our clients, ensuring they derive maximum value from our content, technology, and services.
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 health score Defined success plan License utilization Pulse Engagement Adherence to client engagement process
Basic Qualifications
7+ years of experience in training and talent development at organization or division level. 3+ years in client-facing consulting role with executive/senior leaders and/or multiple stakeholders/workstreams. 3+ 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 applications and comfortable with continuous learning of new technology and functionality. 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. Organizational development/HR experience or credentials. Coaching or consulting experience or certification. Leadership experience FranklinCovey client admin or facilitator experience. Sales or Customer Success Manager experience.
Location-specific compensation:
California - Anticipated compensation for this position is $140-160k OTE split 80/20 between base/variable pay. Actual offer may be outside of this range and will be determined by education, experience, knowledge, skills, and abilities, as well as geographic location, internal equity and alignment with market data
Colorado - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=mCJCVB
Hawaii - Not hiring in this location
Illinois - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=34Ichs
Maryland - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=HyFbin
Massachusetts - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=6n8qgF
New Jersey - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=oupT9A
New York -https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=aBn0bi
Vermont - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=g1a38Y
Washington - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=2CVq6o
Washington DC - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=MlSGnm
Benefits include medical, dental, and vision insurance, HSA, employee stock purchasing program, 401(k), paid time off, holiday pay, and more. Please visit https://franklincoveybenefits.com/ for details.
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