Digital Client Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 across a high-volume, pooled book of business • Monitor and manage outreach, check-ins, training sessions, escalations, and strategic business reviews • Execute mid-contract value realization touchpoints using customized and scaled lifecycle-triggered outreach • Capture and share client success stories, outcomes, and feedback • 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 • Monitor engagement, usage, and support data via ChurnZero, Salesforce, Zendesk, and other internal tools • Track account health, flag risks, document blockers and remediation steps, and manage re-engagement strategies • Handle inbound support and initiate outbound outreach based on lifecycle triggers or health indicators • Monitor at-risk accounts and initiate follow-up or escalation paths • Own renewal preparedness, including 6–12 month planning cycles and contract strategy alignment • Manage renewal opportunities, including contract review, quoting, negotiation, and closure • Partner with Sales on renewal opportunities with upsell/cross-sell potential • Track KPIs including renewal rates, NRR, GRR, outreach activity, account recovery, response quality, and Salesforce/Totango data completeness

🎯 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 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 • Experience with CRM or client success platforms such as Salesforce, Totango, and Zendesk • Comfort using data to assess client needs, identify engagement opportunities, and manage multiple priorities • Experience working with automation or scaled communication platforms is a strong bonus • Bachelor's degree required • Permanent residency in the United States; current and continued U.S. residency required to obtain and retain employment

🏖️ Benefits

• Competitive benefits • Professional development opportunities • Collaborative culture built on partnership and purpose • 100% fully remote employment • Equal employment opportunity and reasonable accommodation for persons with disabilities or special needs