Manager, Digital Client Success

Finalsite•Glastonbury, CT

2d•Remote

About The Position

Finalsite is the first community relationship management platform for K-12 schools, transforming how schools attract students, engage families, build community — and thrive. More than 7,000 schools and districts worldwide trust Finalsite’s integrated platform for their websites, communications, mobile apps, enrollment, and marketing services. Finalsite is headquartered in Glastonbury, CT, USA with employees who work remotely in nearly every state in the U.S. as well as Europe, South America, and Asia. For more information, please visit www.finalsite.com . VISION Finalsite will transform the way school communities engage with their schools. SUMMARY OF THE ROLE The Manager, Digital Client Success leads a team of Client Success Managers and/or Specialists responsible for driving client retention, product adoption, and account growth across Finalsite’s digitally scaled client segment. This role focuses on delivering consistent, high-quality client engagement through technology-enabled workflows in a high-volume environment. The Manager is accountable for team performance, operational excellence, and scalable execution of core Client Success processes. This role partners closely with Sales, Product, Support, and Client Success leadership to optimize the end-to-end client experience, mitigate risk, and support Finalsite’s broader growth and retention strategies. This leader sets the standard by modeling strong client engagement, cross-functional collaboration, and alignment to company goals while driving consistency and accountability across the team.

Requirements

7+ years of experience in Client Success, Account Management, or Client Operations within a SaaS or services organization.
2+ years of people management experience, including hiring, coaching, and performance management.
Demonstrated success leading teams to strong retention outcomes, account growth, and operational consistency.
Advanced proficiency with customer success platforms and tools such as Salesforce, Totango, and Zendesk; strong understanding of forecasting, health scoring, and renewal workflows.
Strong communication and leadership skills, with the ability to influence cross-functionally and engage executive stakeholders.
Analytical and process-oriented mindset with a focus on outcomes, scalability, and team enablement.
Bachelor’s degree required

Nice To Haves

Experience leveraging automation to improve efficiency and scale is a plus.
Advanced degree or formal leadership training preferred.

Responsibilities

Team Leadership & Development Lead, coach, and develop a team of Client Success Managers and/or Specialists supporting a digitally scaled client portfolio.
Oversee day-to-day client activity and ensure effective use of CS technology and systems (e.g., Salesforce, Totango, reporting tools, Support platforms).
Conduct regular 1:1s and team meetings focused on client health, renewals, escalations, and performance trends.
Provide ongoing coaching on stakeholder management, product adoption, and proactive client engagement strategies.
Partner with senior leadership on hiring, performance management, compensation planning, promotion readiness, and retention initiatives.
Renewal Strategy & Forecasting Ensure consistent execution of 6–12 month renewal planning practices, including stakeholder validation, risk mitigation, and milestone tracking.
Maintain accurate renewal forecasting and visibility into risks and opportunities across the team’s portfolio.
Collaborate with Sales leadership on pricing discussions, upgrades, and renewal negotiation strategies.
Operational Oversight & Accountability Drive consistent execution of core Client Success processes, including Salesforce and Totango hygiene, proactive outreach cadences, and NPS/ticket follow-up.
Monitor client health scores, documentation quality, and handoffs to ensure scalable visibility and operational consistency.
Identify performance gaps or risk patterns and implement targeted coaching, process improvements, or corrective actions.
Cross-Functional Collaboration & Escalation Management Serve as an escalation point for complex client issues, coordinating resolution with Product, Support, Sales, and other CS teams.
Partner with Client Success leadership to inform process improvements, tooling enhancements, and organizational design decisions.
Provide structured feedback loops to internal stakeholders using client insights to influence product roadmap planning, messaging, and service model evolution.