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Finalsite · 1 month ago

Sr. Client Success Manager

United States

Full-time

Remote

Senior Level

$80K/yr - $130K/yr

5+ years exp

Finalsite is the first community relationship management platform for K-12 schools, transforming how schools attract students, engage families, build community — and thrive. The Senior Client Success Manager is responsible for managing a portfolio of named accounts, focusing on retention, growth, and client advocacy while ensuring product adoption and driving long-term value for clients.

EdTechEducationInternet

Culture & Values

No H1B

U.S. Citizen Only

Responsibilities

Strategic Client Partnership: Serve as a consultative advisor, understanding client organizational structure (K–12, charter, independent) and strategic goals

Account Ownership & Retention: Drive net revenue retention and manage the renewal process through proactive relationship-building and value articulation

Value and Adoption Driver: Maximize product adoption and demonstrate platform value to reinforce client investment and loyalty

Growth Identification: Proactively identify, qualify, and transition upsell and cross-sell opportunities to the Sales team

Supplemental Services Sales: Proactively sell training and consulting services to accelerate and deepen product adoption

Risk Management: Monitor client health (scores, CSAT/NPS, usage) and proactively implement strategic interventions to mitigate churn risk

Client Advocacy: Act as the internal advocate, coordinating cross-functional teams to remove technical, commercial, or operational roadblocks

Internal Leadership: Identify and lead cross-organizational conversations to improve communication and reduce friction

Market and Industry Expertise: Serve as a knowledge leader for market trends, industry developments, and competitor strategies

Team Support and Mentorship: Play a support role in other team members' projects and success meetings, and provide mentorship opportunities by inviting them into your projects

Innovation and Adaptability: Adapt to changes in the market, customer needs, and technology, and introduce innovative strategies, processes, or products for growth

Process Excellence: Ensure data integrity by completing all tasks in the Client Success Platform (Totango), SalesForce, and adhering to team SOPs

Consistently execute and log all required engagement activities for proactive and timely client portfolio support

Qualification

Client success managementSaaS experienceK-12 education knowledgeSalesforce proficiencyConsultative sellingOrganizational skillsMultitasking abilityCommunication skillsInterpersonal skillsConflict resolution

Required

5-7 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

Current residency, as well as continued residency, within the United States is required to obtain (and retain) employment with Finalsite