Client Success Manager

Finalsite; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work

Job summary

Finalsite seeks a Client Success Manager to partner with named accounts post-sale, drive retention, expansion, and client advocacy across education institutions. This 100% remote role supports customers from anywhere in the United States.

The role focuses on strategic engagement, health metrics, renewal processes, and cross‑functional collaboration to ensure customers achieve outcomes with the Finalsite platform.

Qualifications

• 3–5 years of experience in client success, support, sales, implementation, or related function.
• Excellent communication and interpersonal skills; empathetic and consultative.
• Highly organized and detail-oriented; able to manage a portfolio of accounts.
• Strong multitasking ability in a fast-paced environment.
• Ability to work independently in a highly collaborative team.

Responsibilities

• Strategic Client Partnership: advise assigned clients and understand their goals and structure.
• Account Ownership & Retention: manage renewal process and communicate platform value.
• Value and Adoption Driver: drive product adoption and showcase outcomes.
• Growth Identification: identify upsell/cross-sell opportunities and coordinate with Sales.
• Supplemental Services Sales: sell training or consulting to deepen adoption.
• Risk Management: monitor engagement and mitigate churn risks.
• Client Advocacy: champion client needs across teams.
• Process Excellence: maintain data integrity in CS platforms and SOPs.
• Log engagement activities to support proactive client service.

Skills

Client success

SaaS

Education domain

Communication

Organization

Multitasking

Education

Bachelor’s degree

Tools

Salesforce

ChurnZero

Job description

WHO WE ARE

Finalsite is the most valued partner for K–12 schools to build trust, strengthen community, and grow enrollment. Ranked among the best EdTech Companies in America, Finalsite supports more than 7,000 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. That’s why we invest in our employees through competitive benefits, professional development opportunities, and a collaborative culture built on partnership and purpose. Whether you’re 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

SUMMARY

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.

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.