About Franscape
Franscape was born from experience, not investment. Built by franchise professionals who couldn't find software that truly met the needs of growing businesses, so we created our own. This turned it into an award-winning SaaS platform.
We've bootstrapped our success, reinvesting every step of the way, listening to our customers and continually evolving the platform to solve real business challenges. Today, Franscape helps ambitious businesses work smarter, grow faster and achieve more.
Just as importantly, we believe our people are our greatest asset. We invest in our team, encourage everyone to learn, develop and take on new opportunities, and believe that as Franscape grows, our people should grow with it. We're building something special, and we're all in it together.
Who We're Looking For
We're looking for someone who enjoys helping businesses grow, building great relationships and spotting commercial opportunities.
You'll be:
- Commercially minded and naturally curious.
- A confident communicator and relationship builder.
- Positive, proactive and highly organised.
- Target-driven with a passion for delivering results.
- Empathetic, resilient and customer focused.
- A team player who enjoys making things happen.
Above all, you'll believe in creating genuine value for customers, knowing that when our customers succeed, we all succeed. This is a salaried position with a basic salary plus a defined bonus structure.
Purpose of the Role
The Customer Success Specialist plays a key role in driving customer growth and maximising the commercial value of our SaaS platform. By building strong relationships with customers, you will identify opportunities to increase product adoption, generate qualified sales opportunities, secure referrals and support account growth, while ensuring customers achieve measurable business outcomes.
This is a highly commercial role that combines relationship management, consultative selling, customer onboarding and business development to drive customer retention, revenue growth and long-term success.
Key Responsibilities
Help Customers Get Off to a Flying Start
First impressions matter. You'll be the friendly face customers remember, guiding them from the moment they join Franscape through to becoming confident, successful users of the platform.
You'll:
- Lead new customer onboarding from signed contract to successful launch.
- Deliver engaging online demonstrations and training that inspire confidence.
- Keep implementations on track and celebrate every milestone.
- Spot customers who need a helping hand before they lose momentum.
Build Relationships That Drive Growth
We don't just support customers, we become part of their journey.
You'll take the time to understand what success looks like for each business, helping them unlock more value from Franscape while identifying opportunities to grow both their business and ours.
You'll:
- Build trusted relationships with business owners and decision makers.
- Hold regular success reviews that focus on outcomes, not just software.
- Share new features, best practice and innovative ways to use Franscape.
- Recognise opportunities for customers to grow through additional products, services and functionality.
- Keep customer records and opportunities up to date within our CRM.
Turn Great Customer Relationships into Commercial Success
This isn't a support role with a bit of sales thrown in. Commercial thinking is part of everything you do.
As customers grow, so does the opportunity to introduce solutions that make an even bigger difference to their business.
You'll proactively identify opportunities for:
- Additional users
- New platform features
- Consultancy services
- Training programmes
- Integrations
- Customer referrals
- Case studies
- Future product opportunities
Success is about creating genuine value, not hard selling.
Generate Exciting New Opportunities
Happy customers are our greatest salespeople.
You'll be constantly looking for ways to introduce Franscape to new businesses by building relationships and creating advocates.
Opportunities will come from:
- Customer referrals
- Personal introductions
- Networking
- Webinars
- User groups
- Customer events
- Product demonstrations
Create Franscape Champions
Our customers are doing amazing things with the platform, we want the world to know about it.
You'll encourage customers to:
- Share testimonials
- Leave online reviews
- Take part in case studies
- Speak at conferences and customer events
- Introduce us to other businesses who could benefit from Franscape
Every advocate helps strengthen the Franscape community.
Work as One Team
At Franscape, nobody works in a silo.
You'll work closely with Product Development, Technical Support and Operations to ensure customer feedback helps shape the future of the platform and continually improves the customer experience.
Together, we'll raise the bar for every customer.
Skills & Experience
You'll probably thrive in this role if you have:
- Experience in Customer Success, Account Management or a commercial customer-facing role (ideally within SaaS).
- A genuine passion for helping customers succeed.
- Natural relationship-building skills—you enjoy meeting people and earning their trust.
- Strong commercial awareness and the confidence to spot sales opportunities.
- Experience using CRM systems.
- Excellent communication and presentation skills.
- Confidence delivering engaging online demonstrations.
- The ability to manage multiple customer relationships without dropping the ball.
- Great organisational skills and attention to detail.
It would be a bonus if you also have:
- Experience within franchise, multi-site or membership businesses.
- Knowledge of customer journey mapping.
- Experience identifying upsell and cross-sell opportunities.
- An understanding of SaaS metrics and customer success best practice.
Job Types: Permanent, Full-time
Pay: £26,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Sick pay
Experience:
- Customer relationship management: 1 year (required)
Work Location: Hybrid remote in Shrewsbury SY3 7DN
