Client Success Manager, Independent & Charter Schools

Finalsite•Glastonbury, CT

8d•Remote

About The Position

Finalsite is seeking an experienced, consultative Customer Success Manager (CSM) dedicated to its Independent and Charter School segments. This role has a multi-phase growth trajectory within the Client Success organization. Initially, the CSM will function as a specialist embedded with school business offices, finance directors, and bookkeepers, focusing on Finalsite’s RevTrak payment processing and merchant solutions. Responsibilities will include owning client relationships around financial reconciliation, fee collections, deposit reporting, and payment workflows. Through structured internal cross-training, the role will expand into a full-portfolio, end-to-end Client Success Manager, managing the complete Finalsite platform ecosystem for assigned Independent and Charter accounts. This includes Content Management Systems (CMS), Enrollment Management Systems (EMS), Communications & Mobile Apps, Marketing Services, and Admissions tools. The ideal candidate thrives on translating complex financial details and aspires to lead total platform strategy for independent and charter leaders.

Requirements

5+ years of combined experience in Client Success, Account Management, SaaS Customer Support, or School Business Office/Finance/Marcomm operations.
Demonstrated comfort with financial concepts: Experience with payment processing, reconciliation workflows, transaction matching, ACH/credit card settlement timing, or ledger entries.
Familiarity with the operational structures, enrollment drivers, and governance of Independent and/or Charter schools.
Proficiency in spreadsheets, analyzing payment/data logs, and identifying root-cause patterns in complex data sets.
Proven capability and enthusiasm to continuously learn new SaaS products, with the commitment to master Finalsite’s complete software portfolio over time.
Excellent written and verbal skills, with a track record of translating complex technical or financial concepts into reassuring, clear language.

Nice To Haves

Hands-on experience with school finance software, fundraising platforms, or K–12 SIS/ERP tools (e.g., PowerSchool, Blackbaud, Skyward, Infinite Campus, Veracross).
Experience utilizing Customer Success platforms (e.g., ChurnZero, Gainsight), CRMs (Salesforce), and ticketing tools (Zendesk, Jira).
Background in accounting, finance, bookkeeping, or fund accounting in an EdTech/FinTech context.

Responsibilities

Own the School Finance Relationship: Serve as the primary, trusted point of contact for business managers, CFOs, bookkeepers, and operational leaders at partner schools.
Lead Reconciliation & Investigation: Walk finance teams through reconciling platform transaction data against bank statements, general ledgers, and Student Information Systems (SIS). Take ownership of discrepancy tickets, investigate transaction logs and chargebacks, and clearly explain root causes.
Drive Reporting & Audit Readiness: Guide clients in pulling and customizing financial reports (deposits, processing fees, refunds, outstanding balances) required for board reporting, month-end/year-end close, and external audits.
Bridge Technical & Financial Worlds: Translate school fund accounting terminology (encumbrances, activity funds, fiscal year timing) to internal product and engineering teams, packaging complex tickets into actionable solutions.
Strategic Account & Volume Ownership: Manage a dedicated portfolio of Independent and Charter school accounts, driving overall account health, customer satisfaction, referenceability, transaction volume adoption/growth, and Net Revenue Retention (NRR).
Post-Onboarding Adoption & Guidance: Post-onboarding, partner with and guide leadership teams across Finalsite's full ecosystem (CMS, EMS, Communications, Admissions, and Marketing Services) to ensure ongoing feature adoption, workflow optimization, and long-term value realization.
Growth & Opportunity Qualification: Identify upsell/cross-sell avenues and supplemental service opportunities (training, design, consulting) across all product lines, partnering with Sales to expand account value.
Risk Mitigation & Advocacy: Track account health metrics using ChurnZero and Salesforce. Proactively identify churn indicators across both administrative and financial product suites, acting as the client advocate to clear operational roadblocks.