QUALIFICATIONS AND SKILLS

• At least 5 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.

SUMMARY OF THE ROLE

Finalsite is seeking an experienced and relationship-driven Client Success Manager (CSM) to serve as a strategic, post-sale partner to a portfolio of named accounts. In this role, the CSM is responsible for the retention, growth, referenceability, and advocacy of their assigned book of business (BoB). By understanding each client’s unique goals and challenges, the CSM will drive long-term value through adoption, proactive engagement, and tailored guidance, while acting as the client’s voice across the organization.

RESPONSIBILITIES

• Strategic Client Partnership: Serve as a consultative advisor to assigned clients, maintaining a deep understanding of their organizational structure (K–12 district, independent, charter, etc.) and strategic goals.
• Solution Advocacy: Clearly articulate the value of Finalsite’s platform and services, driving adoption and showcasing outcomes that reinforce client investment and loyalty.
• Account Ownership: Manage gross and net revenue retention for assigned BoB through renewals, expansion, and relationship-building.
• Opportunity Identification: Identify upsell and cross-sell opportunities within the software portfolio, qualify leads, and seamlessly transition them to the Sales team.
• Training & Services Sales: Proactively sell follow-on services such as training or consulting to accelerate and deepen product adoption.
• Risk Management: Monitor client engagement and satisfaction through tools like health scores, CSAT/NPS surveys, usage data, and referenceability metrics. Proactively mitigate churn risks with strategic intervention.
• Client Advocacy: Act as the unwavering advocate for your clients, coordinating internally to remove roadblocks—whether technical, commercial, or operational.
• Process & Systems Excellence: Complete all assigned tasks in Finalsite’s Client Success Platform (Totango) and adhere to internal CS team SOPs.