Digital Client Success Manager

🕒 Julho 27

🦌 Connecticut – Remoto

🦌 Connecticut – Remote

💵 $60.000 - $85.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🤝 Parceiro de Cliente

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Finalsite

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1998

📚 Educação

☁️ SaaS

🤝 B2B

💰 Debt financing em 2014-12

Education • SaaS • B2B

A Finalsite é um provedor de tecnologia web e de comunicação para instituições de educação básica e ensino superior. A Finalsite oferece um CMS e design de sites focados em educação (Composer), ferramentas de chatbot com IA, notificações em massa e mensagens, aplicativos móveis, gestão de matrículas e admissões, além de serviços de marketing voltados para ajudar escolas a construir comunidade, melhorar comunicações e aumentar matrículas. A empresa atende distritos escolares, escolas independentes, escolas internacionais, escolas charter e escolas religiosas, e afirma ser confiável pelas escolas há mais de 25 anos.

Descrição

• Manage post-implementation client relationships with a high focus and fluency of standard client goals and success metrics. • Monitor and manage outreach and check-ins, training sessions, escalations and strategic business reviews for a high-volume, pooled book of business. • Execute mid-contract value realization touchpoints (e.g., annual usage review, roadmap check-ins) using both customized and scaled, lifecycle-triggered outreach to reinforce ongoing value. • Capture and share client success stories, outcomes, and feedback to inform future product and marketing efforts. • Tailor outreach and engagement plans based on client segment, product mix, and account health indicators. • Connect clients to relevant self-service resources and success stories through digital and scaled methods. • Monitor engagement, usage, and support data via Totango, Salesforce, and other internal tools to proactively track health and flag risk. • Manage re-engagement strategies and ensure accurate documentation of risks, blockers, and remediation steps. • Handle both inbound support and initiate outbound outreach based on lifecycle triggers or health indicators, escalating complex issues as needed. • Monitor and manage at-risk accounts based on usage declines, open support tickets, or client sentiment (e.g., low NPS), and initiate follow-up or escalation paths. • Own renewal preparedness, including 6–12 month planning cycles and contract strategy alignment for strategic accounts. • Renewal opportunity ownership and management including contract review, quoting, negotiation, and opportunity closure • Partner with Sales to co-lead renewal opportunities with upsell/cross-sell potential

🎯 Requisitos

• 3+ years of experience in client success, account management, or client strategy roles, preferably within a SaaS or technology-driven environment. • Proven ability to manage both strategic accounts and high-volume, pooled portfolios using scalable methods. • Deep understanding of the client lifecycle, including proactive adoption planning, risk mitigation, and stakeholder retention. • Strong communication, negotiation, and value-based storytelling skills; able to balance client advocacy with business goals. • Experience with CRM or client success platforms such as Salesforce, Totango, and Zendesk. • Demonstrated comfort using data to assess client needs, identify moments for engagement, and manage multiple priorities across a fast-paced portfolio. • Experience working with automation or scaled communication platforms is a strong bonus. • Bachelor’s degree required; advanced degree or relevant certifications are a plus.

🏖️ Benefícios

• Competitive benefits • Professional development opportunities • Collaborative culture