Manager, Digital Client Success
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Job Location:
Glastonbury, CT - USA
Yearly Salary:
$ 90000 - 140000
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Finalsite is the first community relationship management platform for K-12 schools transforming how schools attract students engage families build community and thrive. More than 7000 schools and districts worldwide trust Finalsites integrated platform for their websites communications mobile apps enrollment and marketing services. Finalsite is headquartered in Glastonbury CT USA with employees who work remotely in nearly every state in the U.S. as well as Europe South America and Asia. For more information please visit .
VISION
Finalsite will transform the way school communities engage with their schools.SUMMARY OF THE ROLE
The Manager Digital Client Success leads a team of Client Success Managers and/or Specialists responsible for driving client retention product adoption and account growth across Finalsites digitally scaled client segment. This role focuses on delivering consistent high-quality client engagement through technology-enabled workflows in a high-volume environment.
The Manager is accountable for team performance operational excellence and scalable execution of core Client Success processes. This role partners closely with Sales Product Support and Client Success leadership to optimize the end-to-end client experience mitigate risk and support Finalsites broader growth and retention strategies.
This leader sets the standard by modeling strong client engagement cross-functional collaboration and alignment to company goals while driving consistency and accountability across the team.
LOCATION
100% Remote - Anywhere within the US
RESPONSIBILITIES
Team Leadership & Development
Lead coach and develop a team of Client Success Managers and/or Specialists supporting a digitally scaled client portfolio.
Oversee day-to-day client activity and ensure effective use of CS technology and systems (e.g. Salesforce Totango reporting tools Support platforms).
Conduct regular 1:1s and team meetings focused on client health renewals escalations and performance trends.
Provide ongoing coaching on stakeholder management product adoption and proactive client engagement strategies.
Partner with senior leadership on hiring performance management compensation planning promotion readiness and retention initiatives.
Renewal Strategy & Forecasting
Ensure consistent execution of 612 month renewal planning practices including stakeholder validation risk mitigation and milestone tracking.
Maintain accurate renewal forecasting and visibility into risks and opportunities across the teams portfolio.
Collaborate with Sales leadership on pricing discussions upgrades and renewal negotiation strategies.
Operational Oversight & Accountability
Drive consistent execution of core Client Success processes including Salesforce and Totango hygiene proactive outreach cadences and NPS/ticket follow-up.
Monitor client health scores documentation quality and handoffs to ensure scalable visibility and operational consistency.
Identify performance gaps or risk patterns and implement targeted coaching process improvements or corrective actions.
Cross-Functional Collaboration & Escalation Management
Serve as an escalation point for complex client issues coordinating resolution with Product Support Sales and other CS teams.
Partner with Client Success leadership to inform process improvements tooling enhancements and organizational design decisions.
Provide structured feedback loops to internal stakeholders using client insights to influence product roadmap planning messaging and service model evolution.
QUALIFICATIONS AND SKILLS
7 years of experience in Client Success Account Management or Client Operations within a SaaS or services organization.
2 years of people management experience including hiring coaching and performance management.
Demonstrated success leading teams to strong retention outcomes account growth and operational consistency.
Advanced proficiency with customer success platforms and tools such as Salesforce Totango and Zendesk; strong understanding of forecasting health scoring and renewal workflows.
Strong communication and leadership skills with the ability to influence cross-functionally and engage executive stakeholders.
Analytical and process-oriented mindset with a focus on outcomes scalability and team enablement.
Experience leveraging automation to improve efficiency and scale is a plus.
Bachelors degree required; advanced degree or formal leadership training preferred.
RESIDENCY REQUIREMENT
Finalsite offers 100% fully remote employment opportunities however these opportunities are limited to permanent residents of the United States. Current residency as well as continued residency within the United States is required to obtain (and retain) employment with Finalsite.
DISCLOSURES
Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation please contact Finalsites People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation. Ensure your Finalsite job offer is legitimate and dont fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a email address. For added security where possible apply through our company website at Experience:
Manager
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
About Company
Finalsite is the first community relationship management platform for K-12 schools, transforming how schools attract students, engage families, and build community.
