Customer Success · Remote (US Central) · Full-time
Customer Success Manager, US
Own the relationship with a portfolio of US franchisors and multi-unit franchisee groups after go-live: adoption, audit cadence, CAP closure and renewal.
Gazi Wellness customers are franchise systems from 20 to over 1,000 locations, mostly in QSR, fitness, automotive services and retail. After onboarding, the job is making sure the field program actually runs: FBCs complete audits on schedule, franchisees close corrective actions with photo proof, and operations leaders use the analytics in their monthly reviews.
You will report to Kavya Raman, our Head of Customer Success, and work US Central hours. You will be the main point of contact for 20 to 30 accounts and work closely with our solutions consultants in India, who build rubrics and run calibration.
What you will do
- Run quarterly business reviews with VPs of Operations and directors of brand standards, using audit frequency, score trends and CAP closure data.
- Spot accounts where audit cadence or franchisee adoption is slipping, and fix it with the customer.
- Coordinate rubric changes, new concept rollouts and integration requests with internal teams.
- Run Day 60 and Day 120 reviews for new customers.
- Own renewals and expansions for your book, including adding Franchisee Self-Audit for multi-unit groups.
- Travel to customer conferences and franchisee meetings about four to six times a year.
What you bring
- 4+ years in customer success or account management for B2B software, ideally selling to multi-location businesses.
- Comfort presenting data to operations executives and coaching field teams on adoption.
- Organized and responsive, with experience managing 20 or more accounts at once.
- Based in the US Central time zone and authorized to work in the United States.
Nice to have
- Experience in franchise operations, restaurant operations or a franchise software company.
- Familiarity with FranConnect, Naranga or field audit tools.
- Experience with a customer success platform such as Gainsight or Vitally.