The Franchise Client Success Director is responsible for the growth, leadership, and long-term success of Flint Direct's franchise marketing business. This role serves as the primary leader for franchise client success, while also helping shape Flint Direct's franchise strategy, service offerings, and business development efforts.
This is a hands-on leadership role. Alongside strategic leadership, client growth, industry visibility, and market expansion, the Client Success Director stays close to the work—handling day-to-day account management and, at times, project management to keep franchise engagements moving. This role will represent Flint Direct at franchise conferences and industry events, build relationships with franchise brands and operators, identify new business opportunities, and help position Flint Direct as a leading partner in franchise local marketing.
This role combines strategic leadership, client success, business development, and industry expertise to drive continued growth across Flint Direct's franchise business.
Core Responsibilities
Franchise Growth & Business Development
- Lead growth initiatives for Flint Direct’s franchise business
- Identify and cultivate new franchise opportunities
- Build relationships with franchise brands, franchisees, consultants, and industry partners
- Represent Flint Direct at franchise conferences, trade shows, and networking events
- Support sales conversations, discovery meetings, and proposal development
- Partner with leadership to identify new service opportunities and growth areas
- Help establish Flint Direct as a recognized thought leader within franchise marketing
Client Leadership
- Serve as senior strategic lead for franchise clients and prospects
- Support Client Success Managers in developing long-term growth strategies
- Facilitate strategic planning sessions and workshops
- Lead annual planning and major growth discussions
- Identify opportunities for account expansion and increased client value
- Ensure franchise clients consistently receive proactive ideas, strategic thinking, and exceptional service
- Handle day-to-day account management and, where needed, project management to keep franchise engagements on track
Team Leadership & Development
- Provide leadership and guidance to franchise-focused Client Success team members
- Coach and mentor team members through ongoing development and feedback
- Establish best practices, tools, and frameworks for franchise account management
- Foster a culture of accountability, collaboration, and continuous improvement
- Support career growth and development within the franchise team
Industry & Market Leadership
- Stay current on franchise industry trends, challenges, and opportunities
- Share insights and recommendations internally and with clients
- Partner with Marketing Operations and Strategic Growth resources to evolve franchise offerings
- Identify opportunities to create scalable, repeatable solutions that support both franchise and small business clients
- Help shape the future direction of Flint Direct’s franchise business
Leadership Expectations
In addition to client and business growth responsibilities, this role is responsible for helping build the people, processes, and market presence that support Flint Direct’s continued expansion.
As a senior leader within Flint Direct, the Client Success Lead is expected to:
- Build and sustain a high-performance, client-focused culture
- Demonstrate strong leadership, ownership, and accountability
- Foster cross-functional collaboration across Client Success, Marketing Operations, and discipline teams
- Champion proactive thinking and continuous improvement
- Support Flint Direct’s business development and growth initiatives
- Represent Flint Direct professionally within the franchise community
- Demonstrate and reinforce Flint’s core values
What We’re Looking For
- Direct franchise experience, ideally working with franchise brands, franchisees, or franchise marketing
- 4+ years of relevant experience, with more preferred
What Success Looks Like
- Consistent growth of Flint Direct’s franchise business
- Increased visibility and credibility within the franchise industry
- Strong client retention and expansion
- A highly engaged and well-developed franchise team
- Strategic growth plans that drive measurable client outcomes
- New business opportunities generated through networking, conferences, and industry relationships
- Scalable franchise programs and offerings that support future growth
