Customer Success Manager - Strive
Franklin Covey Co

Charlotte, North Carolina

This job has expired.


Title: Customer Success Manager – Strive
Reports to:  Managing Director

Location: Anywhere in US

Job Summary:
As the Customer Success Manager at FranklinCovey, you’ll have the opportunity to build deep relationships to ensure smooth operations with a portfolio of our forward-thinking, enterprise customers. You will work directly with Strive’s Co-Founder and a small but mighty team of sales and operational high performers.

This role will be 20% variable pay where you’ll be measured on goals tied to logo retention and net dollar retention.

Essential Job Functions:

  • Customer Success – Ensure a flawless experience for our enterprise customers. Work with key accounts to drive success through initial onboarding and implementation, program launch, retention, and account expansion. Serve as the voice of the customer to other teams at FranklinCovey.
  • Quarterly Business Reviews - You’ll be responsible for 2-3 quarterly business reviews with each customer, where you’ll consult organizations on their broader learning objectives, compile and share performance data, and identify opportunities for optimization.
  • Account Prioritization – You’ll be responsible for organizing your book of business to properly prioritize your time and organizations based on overall goals and customer needs.
  • Renewal Opportunity – While this role won’t be responsible for renewals, you’ll be expected to listen for signals to identify upsell opportunities.


  • Proven Performance - 2+ years of prior experience in Customer Success, Account Management, or Consulting.
  • Analytical - Comfort analyzing and interpreting program data.
  • Organization - High conscientiousness and follow through – organized, detail-oriented and rigorous.
  • Work Ethic - Strong work ethic and discipline – ready to both work smart and hard
  • Communication - Clear communicator, both verbally and in writing.
  • Mission-Alignment - Passion for or interest in learning more about education, inclusion, management training, or leadership development.

Preferred

  • Industry Experience - Relevant customer facing experience at a learning-centric or HR-related organization.
  • Quota Carrying - Proven ability to overachieve on renewals or upsell quota goals.

Company 

FranklinCovey is among the world's largest lifelong learning companies, training >1MM individual contributors, managers and leaders at nearly 2,000 companies, organizations and schools.  The company is in the midst of a digital transformation – five years ago FC launched the All Access Pass, the company's first enterprise subscription product, and it is among the fastest growing products in edtech history, growing from $0 - 100MM+ in <5 years. With the recent acquisition of Strive, FC is rethinking how to combine content, technology and services to redefine learning at work.

Strive, a FranklinCovey Company

Strive was an ed-tech startup building a platform for management training and leadership development. Strive's approach is comparable to Noom or Omada Health for learning, combining coaching, community, accountability, and analytics to drive behavior change at scale. The approach worked – 90% of participants and 100% of buyers say they would be disappointed if they could no longer use Strive, the average participant improves 10% on key leadership skills and completion rates are ~3x industry standards. 

Strive was acquired by FranklinCovey in April 2021 with the goal of using Strive's learning platform to power the learning experience for FranklinCovey's thousands of customers and millions of learners.

Strive's team of 17 has joined FranklinCovey, and you will be working as part of that engineering team. This opportunity has many of the benefits of a startup – smaller / nimble team, relatively new code base, progressive engineering practices – and the benefits of a larger company – scale, stable salary/team, etc.


Strive is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Please 
click here for additional information regarding our Equal Employment Opportunity policies.


Reasonable Accommodation Notice
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing us at accommodations@franklincovey.com. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Pay Transparency Nondiscrimination Provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure


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