Client Success Manager

Finalsite is a community relationship management platform for K-12 schools, supporting websites, communications, mobile apps, enrollment, and marketing services. The Client Success Manager is a strategic post-sale partner managing a portfolio of independent school accounts to drive retention, growth, adoption, and client advocacy. The role focuses on long-term client value through proactive engagement and acting as the voice of the client internally.

• Serve as a consultative advisor to assigned K-12 school clients, understanding their structure and strategic goals.
• Own net revenue retention for an assigned book of business and manage end-to-end renewals through proactive relationship building.
• Drive platform value realization and product adoption by showcasing outcomes that reinforce client investment.
• Identify and qualify upsell and cross-sell opportunities and hand off qualified leads to the Sales team.
• Sell supplemental services (e.g., training, consulting) to accelerate and deepen adoption.
• Monitor engagement and satisfaction using health scores, CSAT/NPS, usage data, and referenceability metrics; mitigate churn risk proactively.
• Act as internal client advocate and coordinate across teams to remove technical, commercial, or operational blockers.
• Maintain accurate records and complete assigned tasks in Totango and Salesforce, following Client Success SOPs.
• Consistently execute and log required engagement activities to ensure timely, proactive client support.

• 3-5 years of experience in client success, support, sales, implementation, or related roles (preferably SaaS and/or education-focused).
• Excellent communication and interpersonal skills; empathetic and consultative, with strength in negotiation and conflict resolution.
• Strong organization and attention to detail; ability to manage a portfolio with varying needs and timelines.
• Ability to multitask in a fast-paced environment and shift priorities as needed.
• Ability to work independently and contribute within a collaborative team culture.
• Bachelor’s degree or equivalent practical experience.
• Passion for K-12 education and alignment with Finalsite’s mission.

• Work arrangement: 100% remote (anywhere within the United States).

• Residency requirement: Must be a permanent resident of the United States and maintain U.S. residency for continued employment.

• Equal opportunity employer; accommodations available for disabilities or special needs.