The Franchisee Success Manager acts as a trusted account manager and primary relationship owner for assigned franchisees. Instead of directly solving every operational issue, the FSM is responsible for sourcing the right internal subject matter experts (SMEs) to resolve franchisee challenges quickly and effectively. The FSM is also expected to be proactive in driving business development by helping franchisees generate leads through cold outreach, prospecting calls, and email follow-ups. This role balances franchisee coaching with sales support, ensuring franchisees have the tools, resources, and guidance they need to grow revenue, maintain brand standards, and operate profitably.

Core Responsibilities

Franchisee Relationship Management

Serve as the primary point of contact and trusted advisor for assigned franchisees

Act as a connector between franchisees and internal SMEs (finance, marketing, training, operations, technology) to resolve issues efficiently

Build strong, trust-based relationships with franchisees to promote engagement, compliance, and satisfaction

Conduct regular calls, field visits, and structured check-ins

Proactive Business Development & Sales Support

Partner with franchisees to identify local business opportunities and target prospects

Conduct or support outbound activities such as:

Calling potential clients to introduce services

Sending and following up on cold outreach emails

Supporting franchisees in securing local/regional contracts

Review franchisee sales pipelines and coach on improving close rates

Work closely with the marketing team to align outreach efforts with campaigns

Franchisee Performance Coaching

Review financial performance and P&Ls with franchisees in partnership with the Director of Franchise Performance or CFO

Highlight revenue growth and margin improvement opportunities

Guide on pricing strategies, job mix, and cost management

Monitor CRM compliance (Workiz/GHL) to ensure data integrity and sales tracking

Support goal-setting for revenue, profitability, and operational performance

National & Regional Account Execution

Ensure franchisees meet all requirements to participate in national account programs (insurance, branding, safety, reporting)

Track RFP submissions, awarded jobs, and compliance with service scope and SLAs

Support execution of regional and national accounts by aligning franchisees with operational standards and client expectations

Strategic Opportunity Identification

Monitor lead flow for multi-location, repeat commercial, or national opportunities

Escalate strategic leads to the National Accounts team

Coach franchisees on recognizing and nurturing high-value opportunities

Qualifications

3+ years of experience in account management, business development, or franchise operations

Proven ability to manage client relationships while coordinating with internal teams to deliver solutions

Experience in sales, lead generation, or business development preferred

Excellent communication and relationship-building skills

Proficiency with CRM systems (Workiz, GHL preferred)

Willingness to travel and work in the field with franchisees

This is a remote position.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Rolling Suds Corporate.