Client Success Manager

The Client Success Manager (CSM) at Finalsite is a strategic, post-sale partner responsible for managing a portfolio of named accounts. This experienced, relationship-driven role is accountable for the overall health and success of their assigned book of business, focusing on retention, growth, referenceability, and client advocacy. The CSM drives long-term value by understanding each client's unique goals, ensuring product adoption, providing proactive engagement and tailored guidance, and acting as the voice of the client internally across the Finalsite 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.
• Account Ownership & Retention: Own the net revenue retention for the assigned BoB. Manage all aspects of the renewal process through proactive relationship-building and clear articulation of the platform's value.
• Value and Adoption Driver: Understands the value of Finalsite’s platform and services, driving product adoption and showcasing outcomes that reinforce client investment and loyalty.
• Growth Identification: Proactively identify and qualify upsell and cross-sell opportunities within the software portfolio, and seamlessly transition these leads to the Sales team.
• Supplemental 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 internal advocate for your clients, coordinating across teams to remove any roadblocks—whether technical, commercial, or operational.
• Process Excellence: Maintain data integrity by completing all assigned tasks in Finalsite’s Client Success Platform (ChurnZero), SalesForce and adhering to all internal Client Success team Standard Operating Procedures (SOPs).
• Consistently execute and log all required engagement activities to ensure proactive and timely support for the client portfolio.

QUALIFICATIONS AND SKILLS

• At least 3-5 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.