“We enable greatness in people and organizations everywhere.”
FranklinCovey (NYSE: FC) is the workplace of choice for Achievers with Heart. We are one of the largest and most trusted leadership companies in the world, with directly owned and licensee partner offices in over 160 countries and territories. With more than 2,000 global associates, FranklinCovey transforms organizations by partnering with clients to build leaders, teams, and cultures that get breakthrough results through collective action. Our services and products are primarily delivered through our subscription offerings, which are comprised of the FranklinCovey All Access Pass, which is primarily sold through our Enterprise Division, and the Leader in Me membership, which is designed specifically for our Education Division. Enterprise clients include Fortune 100, Fortune 500, thousands of small and mid-sized businesses, and numerous government entities. FranklinCovey Education has shared our programs, books, and content with thousands of public and private primary, secondary, and post-secondary schools and institutions.
To learn more, visit franklincovey.com.
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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Unless otherwise noted, applications will be accepted for a minimum of three (3) days from the initial published date on the FranklinCovey job board, but the posting may close at any time after the specified duration.
Employer Information
Please visit franklincoveybenefits.com for a complete US benefits overview. Benefits may include medical, dental, or vision insurance, HSA, PTO, 401(k), holiday pay, employee stock purchasing options, or other benefits. To determine status eligibility, visit https://franklincoveybenefits.com/enroll/.
For more information regarding benefits in other locations, please email [email protected]
For an overview of our Interview Process, please visit https://franklincovey.com/careers/working-at-franklincovey/.
FranklinCovey is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit https://www.franklincovey.com/careers/notices-and-provisions/ for our full Equal Employment Opportunity policies and Nondiscrimination Provision.
Direct Reasonable Accommodation requests to [email protected].
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