Customer Success Manager

Just Between Friends Franchise System, Inc. is hiring a Customer Success Manager to own the Franchise Owner experience on its JBFOne technology platform. The role supports onboarding and event execution, drives platform adoption through training and utilization reviews, resolves escalated issues, and shares customer feedback with product teams.

Responsibilities:

• Assist franchise owners with onboarding and managing their events on JBFOne including pre-, mid-, and post-event processes
• Track how each owner uses the platform (consignor tagging, pricing tools, POS, reporting), hold regular reviews, and coach owners toward the features that drive sale results
• Work alongside the franchise coaching team to understand each owner's business goals and align platform adoption, training, and support with what they need to run their business
• Deliver live and recorded training for owners and their teams on new releases, event workflows, and best practices; partner with the Training & Support Manager on documentation
• Serve as the escalation point for consignor and shopper issues the help desk can't resolve, share context on owner situations, and spot the patterns behind repeat tickets
• With 20+ sales running concurrently in peak weeks, coordinate pre-event checks, configuration reviews, and on-call coverage so owners aren't surprised on sale day
• After each sale, review results and issues with the owner, close out open tickets, capture lessons learned, and confirm payouts and reporting are complete
• Feed structured owner, consignor, and shopper feedback into the product backlog and release planning; report adoption and satisfaction metrics monthly

Requirements:

• 5+ years in customer success, account management, or franchise/field support, managing a large book of customers (100+ accounts or locations)
• Experience onboarding customers onto a software platform and driving measurable adoption
• Comfortable building and running scorecards, KPI-driven reviews, and training programs from scratch
• Strong written and verbal communication; you can explain a product change to a non-technical owner in plain language
• Able to stay calm and decisive during live events with time-sensitive issues
• Proficient with a CRM, help desk system (Zendesk, Freshdesk, or similar), and reporting tools
• Franchise, multi-location retail, or event-operations background
• Experience with desktop and mobile solution support
• Familiarity with support bots or AI-assisted support workflows
• Experience working alongside offshore/nearshore support teams