Client Success Manager - Key - Remote Eligible

Key Account Client Success Manager

We enable greatness in people and organizations everywhere. FranklinCovey is the workplace of choice for Achievers with Heart. We are one of the largest and most trusted leadership companies in the world, with directly owned and licensee partner offices in over 160 countries and territories. With more than 2,000 global associates, FranklinCovey transforms organizations by partnering with clients to build leaders, teams, and cultures that get breakthrough results through collective action. Our services and products are primarily delivered through our subscription offerings, which are comprised of the FranklinCovey All Access Pass, which is primarily sold through our Enterprise Division, and the Leader in Me membership, which is designed specifically for our Education Division. Enterprise clients include Fortune 100, Fortune 500, thousands of small and mid-sized businesses, and numerous government entities. FranklinCovey Education has shared our programs, books, and content with thousands of public and private primary, secondary, and post-secondary schools and institutions.

Title: Key Account Client Success Manager

Payroll Title: Client Success Manager - Key

Division & Department: Enterprise Client Success

Status: Full-Time Exempt

Reports to: Manager, Client Success

Location: Remote – Anywhere in the contiguous US

Compensation: Anticipated compensation for this position is an OTE of $140-154k split 80/20 between base/commissions.

Job Summary

The Key Account Client Success Manager is a high-impact, strategic role at the center of FranklinCovey's partnerships with our largest enterprise clients. You will steward complex, large-scale organizations in close collaboration with our Client Partners (sellers) and delivery/logistics teams, ensuring clients realize maximum value and measurable impact from FranklinCovey's content, technology, and services. You will lead clients from onboarding through multi-year engagement, acting as a strategic advisor to senior and executive stakeholders in HR, Talent, Learning, and various business units. Drawing on your learning and development expertise, business acumen, and data-driven insight, you will design and help clients execute enterprise-wide learning and behavior change strategies that drive adoption, performance improvement, and account growth.

Essential Job Functions

Client Onboarding, Launch & Adoption

• 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.

Strategic Value Realization & Partnership

• 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.

Cross-Functional Collaboration, Logistics & Client Advocacy

• 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)

Performance Metrics

You will be measured on both client outcomes and account performance, including:

• Subscription revenue retention
• Services delivery
• Client health score
• Defined success plan
• License utilization
• Pulse and engagement
• Adherence to the client engagement process

In addition, you will influence account revenue forecasting and pipeline by providing timely insights on renewal, expansion, and risk across your portfolio.

Basic Qualifications

• 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 Skills & Experience

• 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

Benefits include medical, dental, and vision insurance, HSA, employee stock purchasing program, 401(k), paid time off, holiday pay, and more. Please visit franklincoveybenefits.com for details. 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. Unless otherwise noted, applications will be accepted for a minimum of three (3) days from the initial published date on the FranklinCovey job board, but the posting may close at any time after the specified duration.

FranklinCovey is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit franklincovey.com/careers/notices-and-provisions for our full Equal Employment Opportunity policies and Nondiscrimination Provision. Direct Reasonable Accommodation requests to accommodations@franklincovey.com. For our Privacy Policy, please visit franklincovey.com/privacy.