Fast Facts

Finalsite is seeking a Client Success Manager who will strategically manage a portfolio of K-12 schools, ensuring client satisfaction and promoting product adoption while driving long-term value.

Responsibilities: Key responsibilities include serving as a consultative advisor, managing account ownership and retention, driving product adoption, monitoring client satisfaction, and advocating for client needs internally.

Skills: Candidates should have 3-5 years of experience in client success or related functions, excellent communication and interpersonal skills, strong organizational abilities, and a passion for K-12 education.

Qualifications: A Bachelor’s degree or equivalent experience is preferred, along with previous experience in a SaaS or education-focused environment.

Location: This is a 100% remote position available to permanent residents of the USA.

Compensation: $70000 - $105000 / Annually

Finalsite is the first community relationship management platform for K-12 schools, transforming how schools attract students, engage families, build community — and thrive. More than 7,000 schools and districts worldwide trust Finalsite’s integrated platform for their websites, communications, mobile apps, enrollment, and marketing services. Finalsite is headquartered in Glastonbury, CT, USA with employees who work remotely in nearly every state in the U.S. as well as Europe, South America, and Asia. For more information, please visit www.finalsite.com.

VISION

Finalsite will transform the way school communities engage with their schools.

SUMMARY OF THE ROLE

The Client Success Manager (CSM) at Finalsite is a strategic, post-sale partner responsible for managing a portfolio of named independent school client 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 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.
• Sales: Proactively drive product adoption and identify & execute on upsell opportunities.
• 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 (Totango), 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. Ensure your Finalsite job offer is legitimate and don't fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a finalsite.com email address. For added security, where possible, apply through our company website at finalsite.com/jobs.