Title: Client Success Manager - Learning & Development Specialist
Status: Full-Time
Reports to: Head of Consulting ANZ
Compensation: $105 - $120K AUD (includes base and bonus potential)*
Location: Fully remote position from anywhere in Australia - 100% work from home 

Are you passionate about supporting clients and having an impact? Do you have solid Education or L&D experience and enjoy being a trusted advisor? Want to build long term relationships to help clients succeed and grow

Job Summary 
As a Client Success Manager, you will play a pivotal role in ensuring clients achieve their desired outcomes through strategic collaboration, effective onboarding, and ongoing support. You will build strong relationships, drive measurable results, and influence client retention and growth.

This role requires a strategic mindset, a commitment to fostering client success, and the ability to balance proactive relationship management with operational excellence. Your ability to engage, advise, and problem-solve will be key in delivering long-term value for both clients and FranklinCovey.

Essential Job Functions

Lead structured onboarding for new clients, ensuring rapid time-to-value. Provide orientation on All Access Pass features (content, technology, services). Conduct discovery sessions to align learning strategies with client goals. Provide training tools, and templates to drive engagement. Build and maintain trusted client relationships, ensuring measurable success. Conduct business reviews, assess performance, and explore expansion opportunities. Advocate for client needs internally, collaborating across teams. Travel occasionally for client and internal meetings. Monitor client engagement, proactively addressing risks and ensuring satisfaction. Influence subscription renewals and growth by showcasing impact. Support internal initiatives, improving engagement tools and processes. Represent client insights to inform product development.

Key Measures

Client subscription renewal and expansion, revenue retention, ideally at 110% Client utilisation of All Access Pass content, people services, and technology Successful partnership with the integrated account team

Basic Qualifications

3+ years designing corporate learning and leadership development programs.

Preferred Skills & Experience

2+ years of upselling and cross-selling solutions to clients 2+ years in a customer-facing role, ideally as a Customer Success Manager or similar. Experience managing multiple projects, balancing priorities with attention to detail. Background in a subscription-based environment, focusing on retention & growth. Strong verbal & written communication, including facilitation in live or virtual settings. Analytical approach—able to interpret data & trends to drive success strategies. Proficiency in IT applications (Excel, Outlook, PowerPoint, Zoom/MS Teams). Familiarity with CRM systems (Salesforce or similar) and SharePoint.

Desired Skills & Experience

Knowledge of Microsoft Dynamics – Business Central. Experience planning in-house Open Enrolment event programs. Background in premium customer service or logistics environments. Certification in Customer Success (CCSM) or related fields.

Why Join FranklinCovey?

Be part of a mission-driven company that empowers individuals and organisations. Work in a collaborative, high-impact environment where your contributions matter. Engage in meaningful work that drives measurable success for clients. Enjoy professional development opportunities and growth within a global organisation.

 

*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
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