Client Success Manager - Major

We give strategy the human edge™.
FranklinCovey (NYSE: FC) is the world’s most trusted leadership and organizational performance partner that gives strategy the human edge. We help organizations achieve the breakthrough results that matter most. Using proven, principle-centered frameworks and practices, we build high-trust leaders, teams and cultures and help clients translate strategy into consistent execution. For more than 40 years, we have tested this approach with thousands of clients from Fortune 100 companies to educational and government institutions, providing professional services across 160 countries.

To learn more, visit franklincovey.com

Title: Client Success Manager - Major Accounts
Global Title: Client Success Manager - Major
Division & Department: Enterprise Client Success
Status: Full-Time Exempt
Reports to: Manager, Client Success - Major Accounts
Location: Remote – Anywhere in the contiguous US
Compensation: Anticipated compensation for this position is and OTE of $105-117k* split 80/20 between base/commissions.
Date Posted: 09/23/2026**

Job Summary
We are seeking a dynamic and proactive Client Success Manager to join our team. The ideal candidate will be passionate about client satisfaction and success, with a deep understanding of and experience working in corporate learning and development. As a Major Accounts Client Success Manager at FranklinCovey, you will be a primary point of contact for our clients, ensuring they derive maximum value from our content, technology, and services.

Essential Job Functions

• Onboarding new clients effectively, ensuring a smooth transition and rapid time to first value.
  • Provide orientation to the All Access Pass subscription elements.
  • Conduct discovery to confirm desired results and understand the learning environment, learner profile, and program timeline.
  • Advocate solutions by aligning relevant content, technology, and services and clearly outline a compelling and feasible implementation strategy.
  • Provide training, tools, templates, and guidance to support client launch and learner engagement.
• Build strong client relationships focused on driving results and demonstrating value.
  • Strategically manage a high-volume, diverse client portfolio by calibrating engagement and support based on growth potential, client health, key stakeholder influence, business priorities, and available client resources.
  • Help create and deliver scalable 1:Many strategies, including client enablement, best-practice sharing, and targeted communications, while providing tailored 1:1 support when client opportunity or risk warrants deeper engagement
  • Conduct regular business reviews to review performance metrics, gather feedback, and identify opportunities for other subscription utilization and expansion.
  • Facilitate discovery and solutioning to design implementation strategies for new/additional learning programs and learner populations.
  • Serve as a strategic thought partner for the client, responding to client requests and questions and proactively sharing best practices.
  • Coordinate with internal teams (sales, services, product, and tech support) and advocate for client needs and issue resolution.
  • Occasional travel for client and internal meetings, <6 times per year.
• Contribute to client and team success
  • Guide Major Market Accounts toward practical, scalable solutions by positioning appropriate services, promoting centerline deployment, and adapting recommendations to clients with variable resources and implementation experience.
  • Influence renewal and expansion opportunities by demonstrating the value of the subscription and identifying upsell/cross-sell opportunities.
  • Monitor client health and engagement to proactively identify and address potential issues before they impact satisfaction.
  • 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.

Performance Metrics

• Subscription revenue retention
• Services delivery
• Client health metrics
• Adherence to client engagement process

Basic Qualifications

• Bachelor’s degree
• 3+ years of experience in training and talent development at organization or division level
• 1+ years in client-facing consulting role with executive/senior leaders and/or multiple stakeholders/workstreams.
• 1+ 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
• Ability to influence renewal and expansion opportunities by helping clients achieve their desired results, demonstrating measurable value, and continually defining and advancing value throughout the partnership term
  • Ability to deliver effective and engaging presentations both virtually and in-person.
• Proficient with Zoom, Teams, PowerPoint, and Outlook applications and comfortable with continuous learning of new technology and functionality
• Demonstrated ability to manage multiple projects and priorities, strategic and tactical, simultaneously while maintaining attention to detail
• Client-centric approach with a passion for delivering exceptional service and support.
• Knowledge of FranklinCovey content
• Experience coordinating training programs of any type in a corporate setting.
• Familiarity with adult learning methodologies
• Experience working in a subscription environment
• Certification in Customer Success (e.g. CCSM) or related field
• Use of Salesforce or other CRM software and SharePoint
• FranklinCovey client admin or facilitator experience
• HR and/or Learning & Development experience or credentials
• 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 https://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.

Employer Information
For an overview of our Interview Process, please visit https://www.franklincovey.com/about/careers/working-at-franklincovey/.

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 https://www.franklincovey.com/careers/notices-and-provisions/ for our full Equal Employment Opportunity policies and Nondiscrimination Provision.

Direct Reasonable Accommodation requests to [email protected].

For our Privacy Policy, please visit https://www.franklincovey.com/privacy.

#LI-Remote
#LI-AT1