Customer Success Manager

Degree Wellness® is the premier self-care experience. We are on a mission to empower people to feel, look, and be their best selves. By providing innovative self-care solutions that leverage heat, cold, light and advanced nutrients to enhance physical and mental health, we're helping communities everywhere live happier, healthier lives.

Position Overview:

Degree Wellness is in the midst of an exciting national franchise expansion, and we need a hyper-organized, friendly and responsible professional to be our new Customer Success Manager.

In this role, you will be the primary point of contact for new franchise owners throughout their franchise onboarding process. From the moment they join Degree Wellness to the opening of their first studio, you will be their partner, advocate and accountability manager. You will guide franchise partners through a structured onboarding journey, helping them navigate key milestones across real estate & construction, sales & marketing, procurement, finance & admin, training, and launch.

You will work cross-functionally with Degree Wellness departments while building strong relationships with franchise owners to ensure their success. Your work will directly shape the franchisee experience and the overall strength of our growing national system.

This is an ideal role for someone who thrives in a fast-paced, service-oriented environment and who finds joy in helping others succeed by being a process owner, problem solver, and trusted advisor. A successful Franchise Onboarding Manager will have that rare combination of hyper-organization, a "get it done" personality, and a cheerfully helpful demeanor with our franchise partners. This position is perfect for a career project management professional or as a stepping stone to more senior roles within the growing Degree Wellness organization.

Responsibilities:

• Serve as the primary relationship manager for new franchisees through to store opening
• Own the franchisee onboarding process and continuously improve timelines, documentation, and communication
• Maintain active project timelines for each franchise location
• Coordinate across internal teams (real estate & construction, marketing, procurement, finance, legal and operations) to ensure seamless handoffs and accountability at each milestone
• Help continuously improve onboarding materials, checklists, and playbooks to support the franchisee journey
• Monitor and proactively mitigate onboarding risks, roadblocks, or delays
• Act as a key advocate for franchisees while upholding brand standards and operational readiness
• Track onboarding KPIs and franchisee satisfaction to improve system performance over time

Required Qualifications:

• 2 years of experience in franchise operations, customer success, client onboarding, or program/project management
• Strong interpersonal and communication skills with a client-first mindset
• Demonstrated ability to manage complex projects
• Highly organized and detail-oriented
• Proficiency in project management software (e.g., Monday.com, Microsoft Office/Google Workspace)
• Bachelor’s degree or equivalent experience in Business, Operations, or a related field

Preferred Qualifications:

• Franchise or multi-location service/retail experience
• Hospitality, restaurant or similar experience (including part-time during school)
• Former athlete (high school or collegiate)