Finalsite · 11 hours ago
Manager, Digital Client Success
United States
Full-time
Remote
Mid, Senior Level
$90K/yr - $140K/yr
7+ years expFinalsite is the first community relationship management platform for K-12 schools, transforming how schools attract students and engage families. The Manager, Digital Client Success leads a team responsible for driving client retention and product adoption, ensuring high-quality client engagement through technology-enabled workflows.
EdTechEducationInternet
No H1B
U.S. Citizen Only
Responsibilities
Lead, coach, and develop a team of Client Success Managers and/or Specialists supporting a digitally scaled client portfolio
Oversee day-to-day client activity and ensure effective use of CS technology and systems (e.g., Salesforce, Totango, reporting tools, Support platforms)
Conduct regular 1:1s and team meetings focused on client health, renewals, escalations, and performance trends
Provide ongoing coaching on stakeholder management, product adoption, and proactive client engagement strategies
Partner with senior leadership on hiring, performance management, compensation planning, promotion readiness, and retention initiatives
Ensure consistent execution of 6–12 month renewal planning practices, including stakeholder validation, risk mitigation, and milestone tracking
Maintain accurate renewal forecasting and visibility into risks and opportunities across the team’s portfolio
Collaborate with Sales leadership on pricing discussions, upgrades, and renewal negotiation strategies
Drive consistent execution of core Client Success processes, including Salesforce and Totango hygiene, proactive outreach cadences, and NPS/ticket follow-up
Monitor client health scores, documentation quality, and handoffs to ensure scalable visibility and operational consistency
Identify performance gaps or risk patterns and implement targeted coaching, process improvements, or corrective actions
Serve as an escalation point for complex client issues, coordinating resolution with Product, Support, Sales, and other CS teams
Partner with Client Success leadership to inform process improvements, tooling enhancements, and organizational design decisions
Provide structured feedback loops to internal stakeholders using client insights to influence product roadmap planning, messaging, and service model evolution
Qualification
Required
7+ years of experience in Client Success, Account Management, or Client Operations within a SaaS or services organization
2+ years of people management experience, including hiring, coaching, and performance management
Demonstrated success leading teams to strong retention outcomes, account growth, and operational consistency
Advanced proficiency with customer success platforms and tools such as Salesforce, Totango, and Zendesk; strong understanding of forecasting, health scoring, and renewal workflows
Strong communication and leadership skills, with the ability to influence cross-functionally and engage executive stakeholders
Analytical and process-oriented mindset with a focus on outcomes, scalability, and team enablement
Bachelor's degree required; advanced degree or formal leadership training preferred
Preferred
Experience leveraging automation to improve efficiency and scale is a plus
Company
Finalsite
Finalsite provides content management, mass notifications and enrollment management systems globally to K-12 schools.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-12-01Acquired
2014-11-21Debt Financing
2012-06-28Private Equity
Leadership Team
Serg Hospodarets
Senior Vice President of Global Engineering
Recent News
2024-05-16
Company data provided by crunchbase