Digital Client Success Manager

🔥 24 minutes ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $60k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤝 Client Partner

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Finalsite

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1998

📚 Education

☁️ SaaS

🤝 B2B

💰 Debt financing on 2014-12

Education • SaaS • B2B

Finalsite is a provider of web and communications technology for K–12 and higher education institutions. Finalsite offers an education-focused CMS and website design (Composer), AI chatbot tools, mass notifications and messaging, mobile apps, enrollment and admissions management, and marketing services aimed at helping schools build community, improve communications, and grow enrollment. The company serves school districts, independent schools, international schools, charter schools, and faith-based schools and notes it has been trusted by schools for more than 25 years.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• Competitive benefits • Professional development opportunities • Collaborative culture