Customer Success Team Lead
Confidential
Herndon
Full Time
Expires On: 05/08/2026
Job Description
Job Description
Description:
FranConnect is the leading franchise and multi-unit management software provider. For 20 years, the FranConnect platform has served as the sales, operations, and marketing backbone for over 1500 brands worldwide. Nine of the Franchise Times Top 10 Fastest-Growing franchise businesses rely on FranConnect to drive growth, improve profitability, and streamline operational performance. FranConnect customers span all sizes, growth phases, and industries and they grow 44% faster on average than the broader franchising market. Backed by private-equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia and Canada. For more information on FranConnect, visit
Why Join Us
At FranConnect , we believe that great companies are built on great cultures. Our team is passionate, collaborative, and driven by a shared mission: to empower franchise and multi-location businesses with the tools they need to thrive. We foster an environment where innovation, transparency, and continuous learning are at the core of everything we do. Employee growth and well-being matter to us, and we take pride in cultivating a workplace where every voice is heard, ideas are valued, and contributions make a real impact.
Joining FranConnect means being part of a company that not only values its people but also plays a crucial role in shaping the future of franchising and multi-location businesses. If you’re looking for a place where you can grow, contribute meaningfully, and be part of something bigger , we’d love to have you on our team!
Job Overview
We are looking for an eager, customer-centric CSM Team Lead! This role is responsible for ensuring our customers achieve measurable value from our solutions. Primary focus is on elevating the customer experience, driving retention, and identifying growth opportunities. You’ll have the unique opportunity to help shape this next chapter—bringing fresh ideas, building scalable processes, and influencing how we deliver success at scale.
The ideal candidate is a player-coach who can both lead a small team and engage directly with key customers, driving outcomes that align with business objectives.
Key Responsibilities
Player Responsibilities (Individual Contributor)
- Serve as the trusted advisor for a portfolio of current customers, understanding their business objectives and aligning our solutions to their needs.
- Drive usage, value, and overall product adoption by guiding users through best practices and product functionality.
- Leverage customer insights and data analytics to proactively identify
