Elevate the Human Spirit — And Build the Future of Our Franchise Network At Comfort Keepers Franchising, Inc., dba Comfort Keepers, we support a growing network of franchise owners who are committed to delivering compassionate, in-home care that helps seniors live safely and independently. Our mission is to Elevate the Human Spirit — and that begins with empowering new franchise owners to launch strong, grow confidently, and build sustainable businesses in their communities. We are seeking a Manager of New Franchise Success to serve as the primary launch and performance partner for new franchise owners — guiding them from franchise signing through pre-opening, launch, and early-stage ramp-up. This is a highly execution-focused, growth-driven role with clear ownership of early revenue acceleration, operational readiness, and franchise stabilization. Why Join Comfort Keepers? We are a purpose-driven organization supporting entrepreneurs who serve families during meaningful and often emotional moments. This role directly impacts the long-term success of new franchise owners and the communities they serve. You will play a critical role in: Strengthening first-year franchise performance - Improving launch readiness systems - Driving measurable revenue growth - Supporting compassionate care delivery nationwide Compensation $80k-$95k annual Comprehensive Benefits Package Comfort Keepers Franchising, Inc. offers a competitive compensation and benefits program including: - Medical, Dental & Vision Insurance - Ancillary Insurance Options - 401(k) Plan - Paid Time Off - Professional Development Opportunities Position Overview The Manager of New Franchise Success is responsible for supporting new franchise launches, accelerating early revenue growth, ensuring operational readiness, and coaching franchise owners through the critical first 6–12 months of business operations. This role is ideal for candidates with experience in: - Franchise operations - Multi-unit business leadership - Business coaching or consulting - Launching new locations or markets - Home care, healthcare, or service-based industries Key Responsibilities New Franchise Onboarding & Launch Support - Guide new franchise owners from signing through opening - Support business planning, staffing, and market entry strategy - Coordinate training, compliance, and technology readiness - Ensure owners meet launch benchmarks and deadlines Early Revenue Growth & Performance Acceleration - Drive early KPIs including: - Billable hours - Client acquisition - Caregiver recruitment - Revenue targets - Coach owners on sales strategy, marketing activation, and operational efficiency - Identify launch risks and implement corrective action plans Business Coaching & Accountability - Provide structured coaching during first 6–12 months - Conduct regular KPI reviews and growth milestone tracking - Reinforce disciplined business practices and leadership behaviors Cross-Functional Collaboration - Partner with internal departments (training, marketing, operations) - Improve onboarding and ramp-up processes - Support smooth transition into ongoing franchise support model Qualifications - 4–6+ years experience in franchise support, business operations, multi-unit leadership, or growth-focused roles - Experience launching new businesses or supporting early-stage growth strongly preferred - Ability to coach business owners and senior leaders without direct authority - Strong financial and operational acumen - Bachelor’s degree in Business, Healthcare, Operations, or related field (or equivalent experience) Skills & Competencies - Strong execution and results-driven mindset - Data-driven decision making - Excellent communication and relationship-building skills - High emotional intelligence - Ability to manage multiple projects and franchise launches simultaneously - Comfortable working in a remote, fast-paced environment Location & Travel Requirements - Remote position within the United States - Up to 50% travel required - Candidates must have convenient access to a major airport hub - Preference will be given to candidates located in or near: - Atlanta, GA - Chicago, IL - Miami, FL - Dallas, TX - Los Angeles, CA - Washington, DC Metro Area Work Environment - Remote position - Up to 50% travel required - Ability to lift up to 25 lbs - Extended time at computer and phone Equal Opportunity Employer Comfort Keepers Franchising, Inc. is an Equal Opportunity Employer committed to fostering a workplace that reflects our mission of Elevating the Human Spirit®. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law.

• Serve as client specialist for assigned clients, designing and directing onboarding strategies, timelines, and risk mitigation plans • Own the end-to-end onboarding plan including scope, timeline, dependencies, and deliverables • Lead client success meetings, establish agendas, drive decisions, and ensure accountability for outcomes • Execute the setup and onboarding of employee benefit programs with carriers and vendors • Ensure accurate completion of carrier submissions, plan setup, and enrollment readiness • Establish onboarding controls to ensure data integrity, compliance, and operational readiness prior to client launch • Manage carrier, vendor, and HRIS platform deliverables and timelines • Provide operational guidance to Client Executives regarding onboarding readiness and requirements • Serve as the primary operational contact for clients during onboarding • Lead the transition of onboarded clients to the Account Management and retention teams

• Develop and maintain strong, long-lasting customer relationships by becoming a trusted advisor to a dedicated portfolio of clients • Collaborate with customers to define and track key performance metrics and ensure they are meeting their overall business objectives • Leverage knowledge of each customer account to develop and maintain account-specific Success Plans • Provide regular updates, reporting, and periodic business reviews to customers and Five9 leadership on customer success outcomes and engagement • Identify and address any potential issues or risks that may impact customer satisfaction or retention • Understand customer business goals and challenges to align Five9 solutions that drive success and value for the customer • Proactively identify and address customer issues or concerns, and provide effective solutions • Use data and analytics to track and measure customer success metrics and evaluate/present business outcomes • Work closely with internal teams including Professional Services, Product, and Support to ensure customer satisfaction and retention • Coordinate with Sales and TAMs on increased business opportunities within the account base

• Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting Five9 customers in maximizing their investment in Five9 solutions. • Anchor CSM performance to Five9’s Global Customer Success OKR framework. • Ability to successfully manage competing priorities. • Develop and implement best practices for the Enterprise Customer Success program while assisting your team in shepherding large, complex implementations through go live and ramps. • Develop and manage collaborative relationships with internal partners including Professional Services, Sales, and Five9 executive staff to help streamline and accelerate onboarding of these customers. • Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors, ensuring team alignment with customer’s business goals and objectives. • Develop the team’s understanding of Five9’s products, services, and support processes, understanding customer business goals and objectives, and ensuring Five9 solutions deliver desired outcomes for our in-base customers. • Execute on existing and develop new strategies to reduce customer churn and increase customer lifetime value. • Participate in de-escalation calls in support of the CEM and overall project team to ensure that clients understand challenges and how to work around them. • Ability to recruit and retain “A” players to build highly effective teams. • Provide strong operational management, reporting, and team skills for managing both a team and customer base.