Digital Client Success Manager

Finalsite is the most valued partner for K12 schools to build trust strengthen community and grow enrollment. Ranked among the best EdTech Companies in America Finalsite supports more than 7000 schools and districts worldwide with an integrated platform for websites communications mobile apps enrollment and marketing services.

Headquartered in Glastonbury Connecticut Finalsite is a global company with employees working remotely across nearly every U.S. state as well as throughout Europe South America and Asia.

We believe people do their best work when they feel supported connected and empowered to grow. Thats why we invest in our employees through competitive benefits professional development opportunities and a collaborative culture built on partnership and purpose. Whether youre looking to expand your skills take on new challenges or make a meaningful impact in education Finalsite offers the opportunity to grow your career while helping schools thrive.

At Finalsite every interaction matters with our clients with each other and with the schools and families we serve. Join us and help shape stronger school communities around the world

100% Remote - Anywhere within the US

Client Strategy & Value Delivery

• Manage post-implementation client relationships with a high focus and fluency of standard client goals and success metrics.

• Monitor and manage outreach and check-ins training sessions escalations and strategic business reviews for a high-volume pooled book of business.

• Execute mid-contract value realization touchpoints (e.g. annual usage review roadmap check-ins) using both customized and scaled lifecycle-triggered outreach to reinforce ongoing value.

• Capture and share client success stories outcomes and feedback to inform future product and marketing efforts.

Product Adoption and Digital Engagement

• Tailor outreach and engagement plans based on client segment product mix and account health indicators.

• Connect clients to relevant self-service resources and success stories through digital and scaled methods.

Account Health and Risk Management

• Monitor engagement usage and support data via Totango Salesforce and other internal tools to proactively track health and flag risk.

• Manage re-engagement strategies and ensure accurate documentation of risks blockers and remediation steps.

• Handle both inbound support and initiate outbound outreach based on lifecycle triggers or health indicators escalating complex issues as needed.

• Monitor and manage at-risk accounts based on usage declines open support tickets or client sentiment (e.g. low NPS) and initiate follow-up or escalation paths.

Renewal Planning and Execution

• Own renewal preparedness including 612 month planning cycles and contract strategy alignment for strategic accounts.

• Renewal opportunity ownership and management including contract review quoting negotiation and opportunity closure

• Partner with Sales to co-lead renewal opportunities with upsell/cross-sell potential

• 3 years of experience in client success account management or client strategy roles preferably within a SaaS or technology-driven environment.

• Proven ability to manage both strategic accounts and high-volume pooled portfolios using scalable methods.

• Deep understanding of the client lifecycle including proactive adoption planning risk mitigation and stakeholder retention.

• Strong communication negotiation and value-based storytelling skills; able to balance client advocacy with business goals.

• Experience with CRM or client success platforms such as Salesforce Totango and Zendesk.

• Demonstrated comfort using data to assess client needs identify moments for engagement and manage multiple priorities across a fast-paced portfolio.

• Experience working with automation or scaled communication platforms is a strong bonus.

• Bachelors degree required; advanced degree or relevant certifications are a plus.

Key Performance Indicators (KPIs)

• Annual and quarterly client renewal rate (logo and dollar)

• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)

• Number and quality of reactive and proactive outreach activities per month (scaled and strategic)

• At-risk account recovery rate and escalation responsiveness

• Timeliness and quality of responses to inbound requests

• Salesforce and Totango data completeness and active health tracking percentage

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.

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:

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