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Finalsite
Finalsite
201 – 500 Employees
B2BEducationSaaS
Finalsite develops education-focused SaaS and communications technology for K–12 and higher education institutions. Its platform combines Composer, a content management system and website design solution, with AI chatbot tools, mass notifications, messaging, mobile apps, enrollment and admissions management, and marketing services. Finalsite works with school districts, independent, international, charter, and faith-based schools to support digital communication, community engagement, and enrollment growth.
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Remote Digital Client Success Manager – Finalsite

Lead digital adoption, account health, risk management, and renewals for Finalsite’s K–12 education technology platform. Manage a pooled portfolio of U.S. clients through scalable, digital-first engagement.

USUnited StatesRemoteFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Oversee post-implementation relationships across a high-volume, pooled client portfolio
  • Coordinate outreach, check-ins, training, escalations, and strategic business reviews
  • Deliver customized and scaled lifecycle communications that support mid-contract value realization
  • Document and communicate client outcomes, success stories, and feedback
  • Adapt engagement plans to client segments, product portfolios, and account health signals
  • Direct clients to appropriate self-service resources and relevant success examples
  • Analyze engagement, usage, and support information in ChurnZero, Salesforce, Zendesk, and internal systems
  • Maintain account health records, identify risks, document blockers and remediation, and lead re-engagement efforts
  • Resolve inbound requests and conduct outbound outreach triggered by lifecycle events or health indicators
  • Watch at-risk accounts and initiate the appropriate follow-up or escalation process
  • Lead renewal readiness through six- to twelve-month planning cycles and contract strategy coordination
  • Manage renewal opportunities from contract review and quoting through negotiation and completion
  • Collaborate with Sales on renewals that may include upsell or cross-sell opportunities
  • Measure performance across renewal rates, NRR, GRR, outreach, account recovery, response quality, and Salesforce/Totango data completeness

Requirements

  • At least three years of experience in client success, account management, or client strategy, ideally in SaaS or a technology-focused environment
  • Demonstrated success managing strategic accounts and large pooled portfolios through scalable engagement approaches
  • Strong knowledge of the client lifecycle, including proactive adoption, risk reduction, and stakeholder retention
  • Excellent communication, negotiation, and value-focused storytelling abilities
  • Hands-on experience with Salesforce, Totango, Zendesk, or comparable CRM and client success platforms
  • Ability to use data to understand client needs, uncover engagement opportunities, and prioritize competing work
  • Experience with automated or scaled communication platforms is advantageous
  • Bachelor’s degree required
  • Permanent U.S. residency and ongoing residence in the United States are required for employment

Benefits

  • Competitive benefits package
  • Opportunities for professional growth and development
  • Collaborative, purpose-driven culture centered on partnership
  • Fully remote employment
  • Equal opportunity employment with reasonable accommodations for disabilities or special needs

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