Remote SaaS Client Success & Renewal Manager

JobScore, Inc.; Glastonbury (CT); A distancia; USD 70.000 - 110.000; Jornada completa

Descripción de la vacante

Finalsite is seeking a Digital Client Success Manager to drive retention and value across a pooled portfolio of US-based accounts. You’ll use scalable, digital-first methods to manage the full post-sale lifecycle—from adoption and relationship development to contract renewal and expansion alignment.

This role requires leveraging technology, data analytics, and scalable communication to manage renewal activity and mitigate risks.

Formación

• 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.
• Bachelor’s degree required; advanced degree or relevant certifications are a plus.

Responsabilidades

• 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 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.
• 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.
• Monitor engagement, usage, and support data via internal tools to proactively track health and flag risk.
• Own renewal preparedness, including 6–12 month planning cycles and contract strategy alignment for strategic accounts.

Conocimientos

Client success

Account management

SaaS

Data analysis

CRM tools

Communication

Stakeholder mgmt

Educación

Bachelor’s degree

Herramientas

Salesforce

Totango

Zendesk

Descripción del empleo

Finalsite is seeking a Digital Client Success Manager to drive retention and value across a pooled portfolio of US-based accounts. You’ll use scalable, digital-first methods to manage the full post-sale lifecycle—from adoption and relationship development to contract renewal and expansion alignment.

This role requires leveraging technology, data analytics, and scalable communication to manage renewal activity and mitigate risks.