At FBA, membership is not meant to be passive. Brokers and Franchisors don’t simply gain access to tools, inventory, and events—they gain a dedicated Client Success Team whose role is to ensure Members understand, access, and fully utilize the benefits included in their membership.
Client Success at FBA exists to support Brokers and Franchisors as they navigate their businesses inside the FBA ecosystem. Through coaching, guidance, strategic conversations, and hands-on support, the team helps Members stay engaged, aligned, and confident in how they are using FBA resources.
Role and Mission of Client Success at FBA.
The Client Success Team at FBA serves as a connective force across the Association—linking internal teams, Brokers, and Franchisors (ZORs) into a more cohesive, informed, and collaborative community. (In this article, “Franchisors (ZORs)” refers to the franchise brands represented in our network.)
Our mission is to ensure Members understand and receive the benefits included in their membership packages, while staying supported and engaged with the resources available inside FBA.
Rather than functioning as a transactional support team, Client Success at FBA focuses on partnership—helping Members navigate questions, challenges, and opportunities with clarity and confidence.
Meet the Client Success Team at FBA.
Todd Phillips — Client Success Manager.
Todd Phillips is a former franchise owner, business consultant, and executive leader with more than 15 years of experience across franchising, sports, and service-based organizations. Before joining Client Success at FBA, Todd held senior leadership roles in operations, logistics, marketing, and consulting, working closely with owners and executive teams to improve clarity, accountability, and day-to-day execution. Earlier in his career, Todd was a professional athlete—an experience that continues to shape his coaching approach through discipline, preparation, and performance under pressure.
Today, Todd supports FBA Members through Client Success at FBA by offering thoughtful guidance, clear communication, and relationship-driven problem solving—helping Brokers and Franchisors maximize the value of their membership by staying aligned with available tools, support, and opportunities inside the Association.
Marlene — Client Success Manager.
Marlene is a seasoned business development consultant, executive coach, and leadership trainer with more than 20 years of experience spanning consumer packaged goods, large-scale event production, corporate behavioral profiling and training, and executive leadership. She is known for turning ideas into executable strategies and building strong operating systems through people-centric leadership.
Marlene’s expertise is deeply rooted in executive coaching, leadership development, and behavioral assessment. She leverages tools such as DISC, Emotional Intelligence, Driving Forces, CliftonStrengths, Human Design, and leadership competencies to support stronger communication, collaboration, and leadership. As a certified John Maxwell trainer and TTISI behavioral assessment expert, she develops and delivers training experiences that build self-awareness and team effectiveness.
In her role with Client Success at FBA, Marlene supports Brokers and Franchisors through coaching, training, and practical guidance—helping Members navigate real-world business challenges, strengthen engagement, and build sustainable routines and systems.
What Client Success at FBA Supports.
Client Success Managers commonly support Members by:
- Coaching Brokers through structured conversations focused on clarity, planning, and ongoing support.
- Providing membership services and guidance to the broader Broker Network, including systems and resource navigation.
- Supporting Franchisors with listing quality, engagement strategy, event participation, and relationship-building within the FBA network.
How Client Success at FBA Supports Brokers.
One-on-One Coaching and Practical Guidance.
Client Success at FBA supports Brokers through individualized coaching and ongoing conversations designed to help them better understand what’s happening in their business and what to focus on next.
Common areas where Brokers seek Client Success support include:
- Strategic business planning
- Candidate and pipeline reviews
- Inventory recommendations
- Franchisor introductions
- Lead generation initiatives
- System support and dashboard reviews
Marlene works closely with Brokers to understand not just what’s happening in their pipeline, but why—often discussing candidate background, personality, financial readiness, and challenges so Brokers can create thoughtful, candidate-centered plans.
Every Broker is different, and Client Success adapts accordingly. Calls often include:
- Reviewing progress since the last conversation
- Revisiting action plans
- Checking in on overall business health
- Identifying friction points and areas that feel heavy
Todd’s approach emphasizes clarity and focus. Brokers often come to him feeling stuck—not necessarily from lack of effort, but uncertainty around where to concentrate their energy. He helps Brokers slow things down, assess what’s actually happening, and identify clear next steps.
Support doesn’t end with a single conversation. Todd monitors progress between touchpoints, checks in, and adjusts direction as needed so Brokers don’t feel like they’re navigating their business in isolation.
How Client Success at FBA Supports Franchisors.
Listings, Engagement, and Strategic Presence.
Client Success at FBA also supports Franchisors by helping them show up effectively within the FBA network and understand how to engage Brokers in meaningful ways.
Franchisors commonly seek support with:
- Launching new brands into the network
- Strengthening FLS listings (content, images, videos, and positioning)
- Understanding broker engagement patterns
- Registering for and preparing for FBA events
- Participating in quarterly business reviews
- Facilitating introductions with aligned Brokers
Marlene brings a structured approach to Franchisor support, ensuring listings meet FBA standards and recommending content updates or refinements when needed. She encourages Franchisors to maintain relationships with Brokers who have shown interest and helps them understand how to engage consistently within the network.
Todd focuses on helping Franchisors feel supported, seen, and informed. When Franchisors question momentum or engagement, he works with them to review how their brand is positioned, how Brokers are interacting with their listing, and where adjustments may be helpful.
Throughout the process, Client Success remains proactive and transparent—so Franchisors don’t feel like they are navigating the platform or the relationship alone.
Common Challenges Addressed by Client Success at FBA.
Brokers.
Brokers often engage Client Success at FBA when they:
- Feel stuck or uncertain about direction
- Are unsure which brands to prioritize
- Want clarity on how to use BOS and FBA resources
- Need help evaluating pipeline activity
- Want reassurance that they’re focusing on the right things
These conversations are centered on clarity—not judgment—and are designed to help Brokers feel grounded and supported.
Franchisors.
Franchisors most often seek Client Success at FBA support when they:
- Are unsure how their brand is being received
- Want to better understand broker engagement
- Need help adjusting expectations or approach
- Want guidance on making the most of their membership
In these moments, Client Success acts as a partner—helping diagnose what may be missing and adjusting strategy collaboratively.
Coaching Style at Client Success at FBA.
The coaching approach within Client Success at FBA is adaptable, thoughtful, and trust-based.
Todd’s coaching is practical and grounded, beginning with an honest assessment of activity and engagement, then narrowing focus to actionable next steps. Marlene’s coaching is rooted in lived experience and respect for the whole person, blending business tools with an understanding of human behavior.
Both emphasize that trust—built through consistency, listening, and transparency—is essential to meaningful Client Success support.
Experience-Based Impact from Client Success at FBA.
The impact of Client Success at FBA is often seen in moments of clarity, retention, and continued engagement, including:
- Supporting a brand considering cancellation through review and alignment
- Supporting newer Brokers navigating professional transitions
- Encouraging Members through challenging seasons
Tools and Resources Recommended Through Client Success at FBA.
Depending on a Member’s needs, Client Success at FBA may guide Members toward:
- FBA webinars and events.
- HubSpot tools and dashboards.
- FLS inventory resources.
- Virtual assistant support.
- Social media and AI tools.
- Direct introductions and relationship-building support.
Sometimes support looks like strategy. Other times, it’s simply helping the right people connect at the right time.
Making the Most of Client Success at FBA.
Client Success at FBA works best as a two-way partnership. Members who stay engaged, show up consistently, and communicate openly are best positioned to get meaningful support over time.
One important thing every Member should know:
Client Success is not here to check boxes or police activity. The team is here to support, guide, and partner with Members—especially when things feel unclear or challenging.
Important Note on Outcomes.
Client Success at FBA is designed to help Members navigate available resources and maximize the value of their membership experience. Individual experiences vary, and outcomes depend on many factors, including effort, market conditions, and individual circumstances.
