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FranklinCovey · 2 days ago

Client Success Manager - Key

United States

Full-time

Remote

Senior Level

$140K/yr - $154K/yr

7+ years exp

FranklinCovey is a leading leadership company that partners with clients to build effective teams and cultures. The Key Account Client Success Manager will oversee relationships with large enterprise clients, ensuring they achieve maximum value from FranklinCovey's offerings through strategic guidance and support.

EducationProfessional ServicesTraining

Culture & Values

Responsibilities

Conduct discovery to confirm desired outcomes and understand the client’s learning environment, learner profile, and timelines

Design and recommend learning solutions by aligning relevant content, technology, and services and clearly outlining compelling and feasible implementation strategies

Onboard new clients effectively, ensuring a smooth transition from sales and a rapid time to first value

Provide engaging orientation to the FranklinCovey partnership including All Access Pass subscription and related elements

Provide training, tools, templates, and guidance to support client launch, learner engagement, and stakeholder enablement

Enable enterprise-scale adoption and change strategies that drive sustained behavior change across large, distributed populations

Build strong, executive-caliber relationships focused on driving results and demonstrating value

Serve as a strategic thought partner for clients, responding to requests and proactively sharing best practices and insights

Facilitate discovery and solutioning to design implementation strategies for new or additional learning programs, audiences, and use cases

Conduct regular value reviews to review performance metrics, communicate impact, gather feedback, and identify opportunities for greater utilization and expansion

Use client data (utilization, engagement, outcomes) to provide strategic recommendations and inform 'next best step' investments in content, audiences, and services

Co-create and execute multi-year account plans with Client Partners, identifying new populations, sequencing initiatives, and shaping services that expand client impact and influence account growth

Coordinate closely with internal teams (sales, services, delivery/logistics, product, marketing, and tech support) and advocate for client needs and timely issue resolution

Partner with delivery/logistics teams to ensure large-scale, multi-region delivery plans are feasible, consistent, and aligned with client expectations

Contribute to client and team success by sharing insights, learnings, and best practices internally

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 and emerging needs

Occasional travel for client and internal meetings (typically fewer than 6 times per year)

Qualification

Client Success ManagementTrainingDevelopmentProject ManagementConsulting ExperienceData AnalysisSalesforceSaaS EnvironmentClient-Centric ApproachOrganizational DevelopmentAdult Learning MethodologiesCommunication SkillsPresentation Skills

Required

7+ years of experience in training and talent development at the organization or division level

3+ years in a client-facing consulting role with executive/senior leaders and/or multiple stakeholders/workstreams

3+ years of account or project/program management experience

Preferred

Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels, virtually and in person

Proven ability to influence renewal and expansion opportunities by identifying, validating, and positioning subscription or service growth

Demonstrated success driving behavior change or learning adoption at enterprise scale (e.g., large, multi-region or multi-business-unit audiences)

Strong project and program management skills; able to manage multiple strategic and tactical initiatives simultaneously while maintaining attention to detail

Proficient with Zoom, Teams, PowerPoint, and Outlook; comfortable with continuous learning of new technology and functionality

Client-centric approach with a passion for delivering exceptional service, measurable impact, and long-term partnerships

Knowledge of FranklinCovey content and familiarity with adult learning methodologies

Experience facilitating training programs in a corporate setting

Experience working in a subscription or SaaS environment; Customer Success certification (e.g., CCSM) or related field is a plus

Experience using Salesforce or other CRM software and SharePoint

Organizational development or HR experience/credentials; coaching or consulting experience or certification; leadership experience (formal or significant cross-functional)

FranklinCovey client admin or facilitator experience; prior Sales or Customer Success Manager experience