Client Success Manager

A vital part of our team, the Client Success Manager supports client projects and delivers excellent service to their assigned book of business. This team member provides stellar client service while balancing multiple projects and priorities. This role works within our small but mighty CS team of four.

About Us

Franchise Business Review (FBR) has worked with thousands of franchise brands and franchisees — measuring and using feedback to help organizations grow stronger and more successful. We’re looking for an outgoing, customer-centric professional to join our fast-paced team in our dog-friendly Portsmouth, NH office.

We’re passionate about helping franchise companies grow the right way: by investing in their people — both franchise owners and employees. We help them build positive cultures and measure success so they can grow better, faster. We believe that in order to do that, we too must maintain a culture where our people can do their best work. If you’re looking to join an amazing team where you can make a real impact, we want to hear from you.

Responsibilities and Duties

  • Build and manage survey projects through to completion and reporting, in partnership with the sales team
  • Help prepare lists, presentations, proposals, and other materials in support of our sales teams
  • Schedule and lead calls and meetings with clients from kickoff through completion
  • Identify upsell opportunities and account health risks
  • Deliver excellent client communication via email, phone, and other channels
  • Maintain accurate client and account details in our CRM (HubSpot)
  • Serve as the first point of contact for inbound client inquiries, supporting questions around our services and processes
  • Maintain open lines of communication with clients and team members

We support our employees’ growth and their desire to live well-rounded lives. We celebrate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, or disability.

Skills we are looking for:

  • Proficiency in Excel, Word, and CRMs (HubSpot experience a plus)
  • Strong attention to detail — this is a must
  • 2-3+ years of professional office experience
  • Excellent written and verbal communication skills
  • Eagerness to learn and manage multiple projects and priorities simultaneously
  • Mac experience is a plus

Contact

Please send your resume and cover letter to [email protected].