Job Description
SUMMARYAs the Manager of Client Success, you will be responsible for both direct client management and team leadership. This dual role requires a proactive approach to ensuring client satisfaction, driving product adoption, and fostering a high-performing team.
LOCATION100% Remote - Anywhere within the US
RESPONSIBILITIESTeam Leadership & Management- Manage, coach, and support a team of Client Success Managers (CSMs).
- Conduct performance reviews, guide and nurture direct reports to maximize their skill set, potential impact, and help them achieve their individual and team goals.
- Serve as the first level of escalation for client issues, providing immediate guidance and resolution strategies to the team.
Strategic Client Portfolio Management- Manage a small, high-value book of existing public school clients, ensuring they receive the full value of their investment in Finalsite.
- Prioritize and manage the renewal process for portfolio and team clients to ensure positive outcomes and maximize retention.
- Manage the long-term health of the client base, identifying areas of risk and proactively implementing strategies to ensure account retention.
- Proactively drive product adoption and identify & execute on growth/upsell opportunities within existing accounts.
Client Engagement & Relationship Building- Prioritize and conduct defined Client Engagement activities with each portfolio client (by phone or in person).
- Build and maintain effective, long-term relationships with key client stakeholders.
- Develop and share best-practice materials with the broader client base to drive success.
Operational Excellence & Reporting- Maintain accurate and up-to-date data in Salesforce, Totango or other applications for all portfolio clients for self and team.
- Manage all aspects of the opportunity pipeline related to renewals and growth opportunities.
QUALIFICATIONS AND SKILLS- B.A. or B.S. Degree would be preferred or commensurate experience.
- 5+ years of proven work experience in a professional B2B setting with some experience in SaaS client success or sales role
- Experience meeting with senior executives and stakeholders at client organizations preferred
- Knowledge of and comfort with SaaS products and services
- Salesforce knowledge required
- Knowledge of the Finalsite Platform required
- Excitement and enthusiasm for the EdTech industry
- Travel as needed
RESIDENCY REQUIREMENTFinalsite 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.
