Job Description
SUMMARYThe Principal Client Success Manager (CSM) at Finalsite is an executive-level, post-sale partner responsible for driving strategy, value, and expansion across a dedicated portfolio of Finalsite's highest-tier, enterprise-level accounts. Built for a seasoned leader with deep EdTech expertise, this high-touch role acts as a trusted advisor to district superintendents, C-level executives, and key leadership teams.
The Principal CSM ensures long-term retention, platform adoption, referenceability, and strategic expansion by aligning Finalsite's platform capabilities with the client's institutional goals.
LOCATION100% Remote - Anywhere within the US
RESPONSIBILITIES- Executive Strategic Partnership: Serve as a trusted advisor and strategic consultant to C-suite and executive leadership (Superintendents, Chief Technology Officers, Communications Directors). Conduct Executive Business Reviews (EBRs) and establish long-term success roadmaps tailored to enterprise goals.
- Enterprise Portfolio Ownership & Retention: Drive top-tier account health, retention, and multi-year contract renewals across a high-value, highly white-glove portfolio of enterprise accounts.
- Value Realization & Custom Adoption Strategy: Design and execute digital strategies, adoption blueprints, and change management initiatives to maximize ROI and deepen platform dependency.
- Strategic Growth & Expansion: Identify, qualify, and lead high-impact strategic upsell, cross-sell, and enterprise service expansion opportunities, collaborating closely with Sales and Executive Leadership to expand account lifetime value.
- Supplemental & Custom Services: Proactively position enterprise-grade consulting and high-impact training programs to accelerate strategic outcomes.
- Proactive Executive Risk Management: Oversee complete account health using advanced metrics, health scores, and executive touchpoints. Develop and execute rapid-response mitigation and recovery plans for high stakes accounts showing risk markers.
- Cross-Functional & Executive Alignment: Act as the premier internal advocate for enterprise clients, mobilizing Executive Sponsor, Product, Engineering, and Services leadership to resolve complex operational, technical, or commercial friction points.
- Product & Market Influence: Translate enterprise client needs and market trends into strategic product recommendations, partnering directly with Product Managers to shape the future platform roadmap.
- Process Leadership: Maintain spotless account intelligence and data integrity across Client Success Platforms (ChurnZero, Salesforce) and serve as a subject matter expert in refining CS team SOPs.
QUALIFICATIONS AND SKILLS- 8+ years of experience in client success, executive account management, or strategic consulting, specifically managing high-ARR / enterprise-level SaaS accounts in the K-12 or EdTech sector.
- Proven track record of managing ultra-high-touch client portfolios with high net-revenue retention (NRR) performance.
- Executive Presence: Exceptional communication, facilitation, and negotiation skills with a demonstrated ability to influence C-suite executives and district board leadership.
- Strategic Mindset: Deep expertise in change management, value realization methodologies, and long-term customer journey mapping.
- Highly skilled at managing cross-functional initiatives, resolving enterprise-level escalations, and navigating complex organizational structures.
- Strong leadership and mentorship abilities, with a passion for uplifting team members and driving process optimization.
- Bachelor's degree or equivalent experience (Master's degree or advanced certification preferred).
- Passion for K-12 education and a commitment to Finalsite's mission.
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.
