Client Success Manager

JOB DESCRIPTION

Finalsite is the preferred website, communications, enrollment, and marketing platform of more than 7,000 schools and school districts in 119 countries around the world. The company’s people, products and services transform how schools connect and engage with their community, recruit students and staff, and fundraise; while managing the complex requirements around data privacy, accessibility, hosting and security. Finalsite products and services include award-winning website designs, a robust content management system, mass communications tools, a powerful enrollment management system, innovative inbound marketing tools, data integration, training, support and marketing consulting. 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

Reporting to the Director of Client Success, Independent Schools, the Client Success Manager (CSM) is responsible for working with a portfolio of existing independent school clients who are located in the Pacific Time Zone. While ensuring that our clients are getting the full value out of their investment in Finalsite, the CSM will proactively drive product adoption and identify & execute on upsell opportunities. The successful candidate will manage numerous customers at different stages of their lifecycle, all the way through to renewal. Location in the Pacific Time Zone is highly preferred but not required.

Ideal applicants will have a minimum of 1 year experience using Finalsite while working at a school as well as experience in a sales role for a SaaS organization with a proven record of success.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

• Prioritize and conduct quarterly business reviews with each portfolio client, either by phone or in person. Make appropriate efforts to meet virtually or in person with each client on at least 4 occasions each year.

• Prioritize and manage the renewal process to ensure a positive outcome.

• Proactively drive product adoption and identify & execute on upsell opportunities.

• Manage the long-term health of our customer base, identifying areas of risk and ensuring retention.

• Identify and execute on growth opportunities within existing accounts.

• Build best-practice materials to share with our customer base.

• Maintain accurate and up to date data in Salesforce.

• Maintain all aspects of the opportunity pipeline.

• Flexibility to travel up to 15%, as needed.

QUALIFICATIONS AND SKILLS

• B.A. or B.S. degree preferred or commensurate experience.

• Proven work experience in SaaS customer success or sales role.

• At least 1 year experience using Finalsite while working at a school.

• Experience and/or comfort meeting with senior executives and stakeholders at client organizations preferred.

• Knowledge of and comfort with SaaS products and services.

• Salesforce knowledge is helpful but not required.

• Knowledge of the Finalsite Platform.

• Experience working in private schools or independent schools.

• Excitement and enthusiasm for the EdTech industry.

• Excellent verbal and written communication skills, and ability to explain complex issues in simple terms and for different users.

• Ability to work in a fast-paced environment, to think quickly by assessing situations while juggling multiple priorities.

• High attention to detail, extremely organized.

Link to All Staff Competencies and Mental and Physical Requirements

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States. Current residency, as well as continued residency, within the United States , are required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation.