Customer Success Manager- Franchise Accounts

CLARITY VOICE CUSTOMER SUCCESS MANAGER –Franchise Accounts

THE PERSON

Do people describe you as a friendly, solutions-driven professional who builds relationships effortlessly? Are you persuasive, tech-savvy, and passionate about helping franchise businesses succeed? Do you enjoy working with business owners to understand their needs and help them make the most of the tools available to them?

If so, we want to talk to you!

Our ideal CUSTOMER SUCCESS MANAGER candidate is:

• Franchise-focused: You understand the unique challenges of franchises and can relate to business owners.


• Problem-solving: You create solutions and know how to get around roadblocks.


• Confident: You proactively manage relationships and build trust.


• Persuasive: You highlight value and influence adoption.


• Communicative: You collaborate well across teams and keep customers informed.


• Resilient: You maintain positivity and clarity, even under pressure.

Our culture values dedicated team players who seek to communicate actions that implement solutions. We are looking for someone who believes in SMB businesses and the impact they have on society, and who enjoys the responsibility of making daily contributions. Our ideal candidate is willing to own relationships with a portfolio of franchise accounts and acquire deep product knowledge to problem solve and support the rollout of upgrades and enhancements. You’ll fit right in if you love technology, thrive on building relationships, take pride in happy customers, and gain fulfillment in helping others!

WHAT YOU’LL DO

The job responsibilities of this Customer Success Manager include, but are not limited to:

• Proactively manage a book of franchise accounts.


• Conduct periodic account reviews and maintain consistent client communication.


• Promote new features and guide feature adoption to increase ROI.


• Support contract renewals, upgrades, and service changes.


• Act as a liaison between customers and internal teams (Support, Product, Billing, Sales).


• Document all account interactions and updates in Salesforce.


• Identify at-risk accounts early and implement retention strategies to reduce churn.


• Partner with customers to align business goals with product value, driving long-term loyalty.


• Develop and execute win-back strategies for customers considering cancellation or reduction of services.

WHAT YOU BRING

• 2+ years in customer success, account management, or B2B client-facing roles.


• Experience working with franchises or multi-location businesses.


• Strong technical aptitude and eagerness to learn.


• Excellent communication, organizational, and relationship-building skills.


• Ability to collaborate with cross-functional teams.

Preferred

• Telecom, VoIP, or SaaS industry experience.


• Familiarity with Salesforce, Zoho Desk, or other CRM/ticketing tools.


• Experience with franchise operations, systems, or account support.


• Sales or consultative experience.


• Bachelor's degree (or equivalent experience).

WORKSITE

• The Customer Success Manager position is fully remote with company-sponsored visits to our Michigan headquarters


• Every team member has the option to work in our Southfield, Michigan office when they believe it beneficial to do so

THE COMPANY – Clarity Voice

Clarity Voice is one of the pioneers of cloud-based VoIP phone systems, and our dedicated team is the reason behind our success.

We offer profit-sharing bonuses, a 401K matching program, medical, dental, and vision plans, and many other benefits. We value a work-life balance and support flexible work schedules, telecommuting, and offer a generous paid time off package. Our professional development program helps our employees advance their skills and grow their careers. We provide coaching, mentoring, and training events to help them realize their greatest potential.

We’re not all work and no play though – we celebrate birthdays, life events, and professional accomplishments, and are always open for new ideas to engage with each other. We have quarterly state of the company meetings to keep everyone abreast of new upcoming initiatives, customers, and ideas as well as congratulating team members for their contributions and informing them of organizational accomplishments. We also conduct engagement multiplier surveys to ensure our team members have a voice, YOU suggest, and WE listen. We encourage a collaborative team environment.

To encourage career growth, we have instituted a Badge program and have a knowledge-based company wiki to help us stay on the leading edge of technology. We utilize Slack to communicate in the remote environment, so our team never feels alone, and we love supporting a positive, collaborative working environment.

At Clarity Voice, we are passionate about serving our customers and doing the right thing. We’re a values-based company where culture is everything. We value each individual for their unique character traits and believe our culture is defined by the people who are part of it. The Clarity team is bound by a Code of Values and supports the company's vision of becoming the most respected, most referred cloud phone company in North America.

WHY Clarity Voice ?

Clarity Voice stands out because of our culture and core values:

• Dedicated - Do whatever is needed to get it done, finding satisfaction in your accomplishments


• Continuous Improvement - Be willing to evaluate and seek to be better


• Serve Before Gain - Assist without expecting a return on your personal investment


• Do the Right Thing - Apply the Golden Rule, even when no one is around to see it


• Humbly Confident - Be self-assured but know when to ask for help


• Seek to Understand - Appreciate another’s perspective before sharing your own

DIVERSITY AND INCLUSION

As an organization and group of talented team members, we embrace our differences as strengths. We have a zero-tolerance policy for any type of bullying, harassment, or discrimination of any protected classification. We promote an inclusive culture of trust, respect, transparency, and collaboration enriched by our differences in gender, age, ethnicity, personal preferences, disabilities, and lifestyles.

We’re an inclusive group of smart, bright people who are humbly confident, passionate about solving problems, and like to share our knowledge. If you’re interested in progressing your career at a company that rewards quality work over quantity and genuinely cares about you and your future, apply now, we would love to learn more about you!

For this position, the range is $60K-$75K Base Salary plus quarterly incentive bonus

Benefits: Medical, dental, and vision plans; 401k matching program; paid time off, profit sharing, short and long-term disability, and life insurance to name a few.

Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

We look forward to hearing from you!