Customer Success Implementation Manager

job summary:

The Customer Success Implementation Manager is responsible for accelerating franchisee success through high-touch onboarding and ongoing enablement. This role ensures both new and tenured franchisees adopt our systems, tools, and best practices to drive consistent performance, operational confidence, and measurable growth.

This position leads franchisee implementation across 10+ core platforms (including HubSpot, ZoomInfo, LMS/Cypher, Scorpion, Compass, QuickBooks, Fathom, AIRPC, SRS, and others), delivers structured onboarding for new owners, and provides proactive enablement to established franchises who want to scale, modernize, or improve execution.

The ideal candidate is a highly organized, tech-savvy, relationship-driven operator who thrives in a fast-moving, franchise environment. They are comfortable teaching, troubleshooting, and guiding franchisees across varied business maturity and technical comfort levels.

location: Owings Mills, Maryland

job type: Permanent

salary: $90,000 - 95,000 per year

work hours: 9am to 5pm

education: Bachelors



responsibilities:

.Responsibilities:

Franchisee Onboarding

Own and continuously improve the franchise onboarding journey to ensure a consistent, high-quality launch experience.

Develop, update, and maintain onboarding content (facilitator kits, workbooks, session guides, resource libraries, templates).

Co-host bi-monthly onboarding cohorts and lead weekly 1:1 onboarding sessions with new franchisees.

Coordinate onboarding logistics, timelines, communication, and IT/tech readiness through Teams and Monday.com.

Provision, configure, and validate credentials and access for required systems (HubSpot, ZoomInfo, Scorpion, LMS/Cypher, Compass, QuickBooks, Fathom, AIRPC, SRS, etc.).

Coordinate enrollment and completion tracking for SDS Essentials and related onboarding milestones.

HubSpot Implementation & Enablement

Originate HubSpot contracts and guide franchisees through setup, permissions, and portal configuration.

Customize and deploy HubSpot assets (email templates, landing pages, forms, sequences, playbooks, onboarding workflows).

Train franchise admins and teams on HubSpot fundamentals and advanced usage through virtual IT sessions and 1:1 coaching.

Provide ongoing support on sequences, automation, integrations, and best-practice CRM adoption.

Troubleshoot HubSpot issues and partner with internal teams or HubSpot support when escalations arise.

ZoomInfo & LinkedIn Enablement

Originate ZoomInfo subscriptions and coordinate mapping/imports with ZoomInfo support.

Deliver foundational training on ZoomInfo and LinkedIn prospecting techniques.

Support tenured franchises in refining prospecting workflows for consistent at-bats and pipeline quality.

Platform Setup & Franchise Tech Support

Support franchisees in Scorpion setup, website customization, and quick digital asset creation (Canva banners, bios, headshots, etc.).

Guide basic setup and troubleshooting for QuickBooks, Fathom, LMS/Cypher, Compass, AIRPC, and SRS.

Serve as Tier-1 technical enablement support for platform adoption questions and "how-to" execution.

Ongoing Franchise Enablement (New + Tenured)

Host weekly office hours for open Q&A, troubleshooting, and best-practice sharing.

Provide real-time support via Help Desk tickets, Teams, email, phone, and text.

Lead scheduled enablement check-ins with established franchises to strengthen adoption, efficiency, and performance.

Identify common franchise challenges and proactively develop resources, guides, or trainings to address patterns.

Partner with coaches and franchise leadership to drive action and accountability in tool use.

Training & Enablement Delivery

Deliver bi-monthly virtual IT trainings across the network, including:

o HubSpot Basics

o HubSpot Sequences & Integrations

o LinkedIn prospecting / SSI improvement

o Client onboarding systems

o Additional platforms and initiatives as assigned

Create and maintain playbooks, job aids, and micro-trainings to reinforce adoption and reduce friction.

Network Engagement & Cross-Functional Partnership

Support onboarding of new Client Success Managers and Sales Associates in the franchise network.

Represent Franchise Enablement at regional meetings, capturing feedback and reinforcing initiatives.

Serve as liaison between franchise CS teams and Home Office (Marketing, Technology, Coaching, Enterprise, Shared Services).

Participate in Discovery Day by answering onboarding questions and presenting Marketing/LMS/Cypher overview as assigned.

Support conferences and network events (CS track planning, speaker prep, agenda support).

Project Support & Continuous Improvement

Support rollout of new LMS/Cypher and additional technology tools (testing, feedback loops, adoption support).

Assist in franchise-level projects that increase efficiency, consistency, and scale across the network.

Identify opportunities for automation and streamlined franchise workflows using HubSpot and other internal tools.

qualifications:

Qualifications:

Required Skills & Experience

7+ years in Customer Success, Franchise Enablement, Implementation, Onboarding, Training, or related roles.

CRM / marketing automation experience (HubSpot strongly preferred).

Strong command of MS Office Suite.

Strong technical aptitude across multi-platform environments.

Proven ability to train, present, and guide users through adoption in both virtual and in-person settings.

High organizational discipline; able to manage multiple franchise "builds" simultaneously.

Excellent communication, coaching, and relationship-management skills.

Preferred Experience

Experience supporting franchise systems or multi-location business owners.

Familiarity with our systems, franchise network, or learning environment.

Proficiency in Canva or similar design tools.

Background in documentation, playbook development, and training content creation.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.