Customer Success Manager

At Goddard Systems, LLC (GSL), we support a nationwide network of independently owned and operated Goddard School locations. That creates a unique environment for sales enablement: great ideas, technology and processes only create value when franchisees and school teams understand them, believe in them and incorporate them into the way they operate every day.

The Customer Success Manager will help make that happen.

This role is responsible for ensuring school teams successfully adopt and realize value from the systems, tools and processes designed to improve enrollment performance. With our CRM and broader sales capabilities continuing to evolve, the Customer Success Manager will serve as an important connection between our franchise system and GSL teams, helping users get more value from our tools while ensuring their experiences inform how those tools continue to improve.

The ideal candidate is naturally curious, relationship-oriented and highly proactive. You enjoy understanding why someone is (or isn't) using a product or process, can uncover the underlying barrier, and know how to turn that insight into action. You are equally comfortable discussing a workflow with a school operator, reviewing adoption data, presenting themes to leadership and working with a product team to improve the user experience.

Success in this position requires influence rather than authority. Goddard operates in a highly collaborative, matrixed franchise environment, and this person must be able to build credibility with franchisees, school leaders and internal partners while balancing local needs with systemwide objectives.

WHAT YOU'LL DO

• Drive adoption and effective utilization of the CRM and supporting sales capabilities across participating schools, helping teams incorporate technology into their day-to-day enrollment activities and workflows.
• Monitor adoption, engagement and utilization data to identify schools or user groups that may require additional support, reinforcement or intervention.
• Proactively engage franchisees and school teams to understand their experience, identify barriers to adoption and help them realize greater value from available capabilities.
• Serve as a trusted resource to Franchise Consultants, Regional Directors and the Field Marketing Team equipping them with insights into adoption, common challenges, emerging best practices and opportunities for reinforcement.
• Develop success plans for schools or cohorts where additional support is needed and establish clear measures for progress.
• Gather and synthesize field feedback related to functionality, workflows and user experience and translate that feedback into clear business needs and recommendations.
• Partner with Product, MarTech and other technology stakeholders to inform CRM enhancements, workflow improvements and future capabilities.
• Partner with Marketing, Learning & Development, and Operations teams to identify where additional education, communications, resources or reinforcement may improve adoption.
• Identify high-adopting and high-performing schools and translate their practices into repeatable approaches that can be shared across the system.
• Track and communicate measures of success including adoption, utilization, engagement, sentiment and indicators of whether users are realizing business value.
• Create regular summaries and business reviews that turn adoption and usage data into clear insights and recommended actions.
• Champion the franchisee and school experience internally, helping ensure new sales technologies and processes are practical, intuitive and aligned with the realities of school operations.
• Contribute to the development of scalable Customer Success playbooks, engagement models and best practices as the Sales Enablement function grows.

Customer Success Manager KPIs

• CRM adoption and active utilization
• Consistency of use across schools and user groups
• Adoption of priority workflows and capabilities
• User engagement and sentiment
• Resolution of common barriers to adoption
• Demonstrated improvement following targeted interventions
• Quality and usefulness of field insights provided to internal teams
• Successful transition of new capabilities from pilot to systemwide adoption

WHAT WE'RE LOOKING FOR

Required / Preferred Experience

• 4+ years of experience in Customer Success, Franchise Support, Sales Enablement, SaaS implementation or a similar customer-facing role.
• Demonstrated experience driving adoption of a technology platform, business process or new organizational capability.
• Experience working with CRM systems and using adoption, engagement or performance data to identify opportunities and guide action.
• Strong analytical skills and the ability to translate data into a clear story, recommendation and action plan.
• Demonstrated ability to build relationships and influence stakeholders without direct reporting authority.
• Strong written, verbal and presentation skills, with the ability to adapt communication for frontline users, business owners and senior leaders.
• Strong organizational and project-management skills with the ability to manage multiple schools, cohorts, initiatives and stakeholders simultaneously.
• Comfort working in an evolving environment where processes and playbooks may still be under development.
• Bachelor's degree or equivalent combination of education and relevant professional experience preferred.

Especially Valuable

• Experience supporting franchise, dealer, channel, or other distributed operating models.
• Experience with SaaS Customer Success practices such as success planning, health scoring, adoption monitoring, business reviews or voice-of-customer programs.
• Experience supporting CRM implementation, change management or digital transformation.
• Familiarity with Salesforce, HubSpot or comparable CRM platforms.
• Experience partnering with Product, Technology or UX teams to translate user feedback into product improvements.
• Experience in education, childcare, consumer services, hospitality, healthcare, retail or another multi-location service environment.

The Skills that will help you strive!

• Customer empathy with business judgment. You genuinely want to understand the user's experience, but you can distinguish individual preferences from broader system needs.
• Consultative problem solving. You ask good questions, dig beneath surface-level issues and look for root causes rather than simply resolving the immediate request.
• Comfort with data. You don't need to be a data scientist, but you should naturally use data to determine where attention is needed and whether an intervention is working.
• Influence without authority. You can build trust, establish credibility and move people toward action even when they don't report to you.
• Systems thinking. You recognize that technology, process, training, communications and behavior are interconnected and rarely view a problem through only one lens.
• A builder's mindset. Sales Enablement is an evolving capability at Goddard. You are comfortable creating structure where it doesn't yet exist and improving the playbook as we learn.
• Practicality. You understand that the best process is one people can actually use. You know when to simplify, when to listen and when to challenge the status quo.

Ultimately, this role succeeds when technology stops feeling like something schools are being asked to use and becomes an integral part of how they manage the enrollment journey.