Edtech.com's Summary

Finalsite is hiring a Client Success Manager. The Client Success Manager will manage a portfolio of K-12 school clients, driving retention, growth, and advocacy by understanding client goals and challenges, promoting platform adoption, and serving as the primary client liaison within the organization.

Highlights

Serve as a strategic, consultative advisor to assigned K-12 school clients and understand their organizational structures and goals.
Drive platform adoption and communicate the value of Finalsite's services to reinforce client loyalty.
Manage revenue retention, renewals, expansions, and client relationships within the assigned book of business.
Identify upsell and cross-sell opportunities and coordinate lead transition to Sales.
Proactively sell additional services such as training and consulting to enhance adoption.
Monitor client health through surveys, usage data, and risk indicators to mitigate churn.
Advocate internally for clients to resolve technical, commercial, or operational issues.
Use Finalsite's Client Success Platform (Totango) and comply with internal SOPs.
Require at least 5 years of client success or related experience, preferably in SaaS or education sectors.
Strong communication, multitasking, negotiation skills, and a passion for K-12 education; bachelor's degree or equivalent experience required.

Client Success Manager Full Description

Client Success Manager

Client Success
100% Remote in the U.S
Full Time

Job Description

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 7,000 schools and districts worldwide trust Finalsite’s 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 www.finalsite.com.

VISION
Finalsite will transform the way school communities engage with their schools.

SUMMARY OF THE ROLE

Finalsite is seeking an experienced and relationship-driven Client Success Manager (CSM) to serve as a strategic, post-sale partner to a portfolio of named accounts. In this role, the CSM is responsible for the retention, growth, referenceability, and advocacy of their assigned book of business (BoB). By understanding each client’s unique goals and challenges, the CSM will drive long-term value through adoption, proactive engagement, and tailored guidance, while acting as the client’s voice across the organization.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

Strategic Client Partnership: Serve as a consultative advisor to assigned clients, maintaining a deep understanding of their organizational structure (K–12 district, independent, charter, etc.) and strategic goals.
Solution Advocacy: Clearly articulate the value of Finalsite’s platform and services, driving adoption and showcasing outcomes that reinforce client investment and loyalty.
Account Ownership: Manage gross and net revenue retention for assigned BoB through renewals, expansion, and relationship-building.
Opportunity Identification: Identify upsell and cross-sell opportunities within the software portfolio, qualify leads, and seamlessly transition them to the Sales team.
Training & Services Sales: Proactively sell follow-on services such as training or consulting to accelerate and deepen product adoption.
Risk Management: Monitor client engagement and satisfaction through tools like health scores, CSAT/NPS surveys, usage data, and referenceability metrics. Proactively mitigate churn risks with strategic intervention.
Client Advocacy: Act as the unwavering advocate for your clients, coordinating internally to remove roadblocks—whether technical, commercial, or operational.
Process & Systems Excellence: Complete all assigned tasks in Finalsite’s Client Success Platform (Totango) and adhere to internal CS team SOPs.

QUALIFICATIONS AND SKILLS

At least 5 years of experience in client success, support, sales, implementation, or a related function, preferably in a SaaS or education-focused environment.
Excellent communication and interpersonal skills; empathetic, consultative, and confident in negotiation and conflict resolution scenarios.
Highly organized and detail-oriented; capable of managing a portfolio of accounts with varying needs and timelines.
Strong multitasking ability in a fast-paced environment, with the agility to shift priorities as needed.
Ability to work independently while also contributing to a highly collaborative team culture.
Bachelor’s degree or equivalent experience.
A passion for K–12 education and commitment to Finalsite’s mission.

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 Finalsite's 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 don't 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 finalsite.com email address. For added security, where possible, apply through our company website at finalsite.com/jobs.

Original Job Description

Client Success Manager

Client Success
100% Remote in the U.S
Full Time

Job Description

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

Strategic Client Partnership: Serve as a consultative advisor to assigned clients, maintaining a deep understanding of their organizational structure (K–12 district, independent, charter, etc.) and strategic goals.
Solution Advocacy: Clearly articulate the value of Finalsite’s platform and services, driving adoption and showcasing outcomes that reinforce client investment and loyalty.
Account Ownership: Manage gross and net revenue retention for assigned BoB through renewals, expansion, and relationship-building.
Opportunity Identification: Identify upsell and cross-sell opportunities within the software portfolio, qualify leads, and seamlessly transition them to the Sales team.
Training & Services Sales: Proactively sell follow-on services such as training or consulting to accelerate and deepen product adoption.
Risk Management: Monitor client engagement and satisfaction through tools like health scores, CSAT/NPS surveys, usage data, and referenceability metrics. Proactively mitigate churn risks with strategic intervention.
Client Advocacy: Act as the unwavering advocate for your clients, coordinating internally to remove roadblocks—whether technical, commercial, or operational.
Process & Systems Excellence: Complete all assigned tasks in Finalsite’s Client Success Platform (Totango) and adhere to internal CS team SOPs.

QUALIFICATIONS AND SKILLS

At least 5 years of experience in client success, support, sales, implementation, or a related function, preferably in a SaaS or education-focused environment.
Excellent communication and interpersonal skills; empathetic, consultative, and confident in negotiation and conflict resolution scenarios.
Highly organized and detail-oriented; capable of managing a portfolio of accounts with varying needs and timelines.
Strong multitasking ability in a fast-paced environment, with the agility to shift priorities as needed.
Ability to work independently while also contributing to a highly collaborative team culture.
Bachelor’s degree or equivalent experience.
A passion for K–12 education and commitment to Finalsite’s mission.

RESIDENCY REQUIREMENT

DISCLOSURES

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