Customer Success Specialist

Job Description

Job Description

 

About Five Star Franchising

Five Star Franchising is one of the fastest-growing home services franchise organizations in North America. Headquartered in Springville, Utah, our portfolio includes seven brands and more than 1000+ franchise locations across the United States and Canada.

We’re growing quickly — including the acquisition of five brands in less than two years — and we’re building the infrastructure, partnerships, and support systems needed to help our franchise owners grow alongside us.

A key part of that support is the Five Star Buying Group, which connects franchise owners with preferred vendors, negotiated pricing, rebates, discounts, and other programs designed to make their businesses more profitable. We’re looking for a Customer Success Specialist to help our franchise owners get the most value possible from those programs.

The Opportunity

This is a highly relationship-driven role for someone who enjoys working with people, solving problems, staying organized, and turning conversations into action. You’ll serve as a primary point of contact for franchise owners within the Five Star Buying Group, helping them navigate vendor programs, identify savings opportunities, resolve issues, and take advantage of the partnerships available to them.

This isn't just an inbound support position. We want someone who will proactively reach out to owners, understand how they operate, identify opportunities they're missing, and help increase adoption of preferred vendor programs across our franchise system. You'll work closely with franchise owners, vendor partners, brand operations teams, and the Director of Partnerships.

What You'll Do

Build strong relationships with franchise owners

• Serve as a primary point of contact for Buying Group questions, vendor programs, rebates, discounts, and savings opportunities.
• Maintain regular, proactive communication with franchise owners.
• Conduct quarterly owner check-ins to understand needs, challenges, and opportunities.
• Represent the Five Star Buying Group on franchise owner calls and meetings.

Own the franchisee onboarding experience

• Meet with new franchise owners to introduce the Five Star vendor network and available programs.
• Manage and improve the Buying Group onboarding process.
• Build a structured 30, 60, and 90-day follow-up process focused on vendor adoption and engagement.
• Help new owners quickly identify the programs most valuable to their business.

Drive vendor adoption

• Track preferred vendor adoption at the individual franchisee and brand level.
• Identify underutilized vendor programs and franchise owners who may be missing savings opportunities.
• Develop targeted outreach and campaigns designed to increase participation.
• Identify purchasing outside preferred programs and work collaboratively with franchise owners and operations teams to understand and address the opportunity.
• Track vendor signups and adoption trends and recommend where the team should focus its efforts.

Solve problems and advocate for franchise owners

• Help resolve issues between franchisees and vendor partners.
• Escalate vendor concerns when necessary and maintain ownership until resolution.
• Coordinate meetings between franchise owners and vendor partners.
• Identify recurring pain points and communicate insights back to the Partnerships team.

Support Buying Group growth

• Follow up with franchise owners after webinars, campaigns, and vendor announcements.
• Support email campaigns, webinars, and vendor communications.
• Meet regularly with internal brand and operations teams to align on adoption goals.
• Assist with vendor sponsorship efforts for company events.
• Support additional Buying Group initiatives and projects as the department continues to grow.

What We're Looking For

You may be a great fit if you are:

• Highly organized. You can manage a large number of relationships, follow-ups, meetings, and action items without letting things fall through the cracks.
• Relationship-oriented. You genuinely enjoy talking with people and know how to build credibility and trust over time.
• Proactive. You don't wait for someone to tell you every next step. You identify opportunities, follow up, and keep things moving.
• A strong communicator. You're comfortable communicating professionally by phone, video, and email and can explain programs in a clear, simple way.
• Customer-focused. You enjoy helping people solve problems and are willing to take ownership of an issue through resolution.
• Tech-savvy. You're comfortable learning CRM, reporting, communication, and AI tools such as HubSpot, Zoom, and other business platforms.
• Detail-oriented. You maintain accurate records of conversations, commitments, follow-ups, and results.
• Analytical. You're comfortable reviewing reports, identifying trends, and using data to prioritize outreach and recommend action.
• Adaptable. You enjoy working in a fast-growing company where priorities, programs, and opportunities continue to evolve.

What Success Looks Like

A successful Customer Success Specialist won't simply answer questions — they'll become a trusted resource for our franchise owners.

You'll know you're succeeding when new owners understand the vendor network from day one, franchisees are taking advantage of more preferred programs, vendor adoption is increasing, owner issues are being resolved quickly, and our team has clear visibility into where the biggest opportunities exist across the system.

If you're organized, proactive, great with people, and excited by the opportunity to help hundreds of entrepreneurs operate stronger businesses, we'd love to hear from you!

Why Join Us? 

We offer a flexible, supportive work environment where you can make a meaningful impact on franchisees' success. Our benefits include:

• Medical, Dental, and Vision Insurance
• Long-Term and Short-Term Disability Insurance
• Supplemental Life Insurance
• 401(k)
• Generous Paid Time Off

Equal Opportunity Employer

Five Star Franchising is an equal opportunity employer. Hiring decisions are made without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state, or local law.

Reasonable Accommodations

Qualified individuals with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and applicable state or local laws.