Job Description
SUMMARYThe Senior Client Success Manager (CSM) at Finalsite is a strategic, post-sale partner responsible for managing a portfolio of named 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.
LOCATION100% Remote - Anywhere within the US
RESPONSIBILITIES- Strategic Client Partnership: Serve as a consultative advisor, understanding client organizational structure (K-12, charter, independent) and strategic goals.
- Account Ownership & Retention: Drive net revenue retention and manage the renewal process through proactive relationship-building and value articulation.
- Value and Adoption Driver: Maximize product adoption and demonstrate platform value to reinforce client investment and loyalty.
- Growth Identification: Proactively identify, qualify, and transition upsell and cross-sell opportunities to the Sales team.
- Supplemental Services Sales: Proactively sell training and consulting services to accelerate and deepen product adoption.
- Risk Management: Monitor client health (scores, CSAT/NPS, usage) and proactively implement strategic interventions to mitigate churn risk.
- Client Advocacy: Act as the internal advocate, coordinating cross-functional teams to remove technical, commercial, or operational roadblocks.
- Internal Leadership: Identify and lead cross-organizational conversations to improve communication and reduce friction.
- Market and Industry Expertise: Serve as a knowledge leader for market trends, industry developments, and competitor strategies.
- Team Support and Mentorship: Play a support role in other team members' projects and success meetings, and provide mentorship opportunities by inviting them into your projects.
- Innovation and Adaptability: Adapt to changes in the market, customer needs, and technology, and introduce innovative strategies, processes, or products for growth.
- Process Excellence: Ensure data integrity by completing all tasks in the Client Success Platform (ChurnZero), SalesForce, and adhering to team SOPs. Consistently execute and log all required engagement activities for proactive and timely client portfolio support.
QUALIFICATIONS AND SKILLS- 5-7 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 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.
