Principal Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a trusted advisor and strategic consultant to C-suite executives and leadership teams.

• Conduct Executive Business Reviews and create long-term success roadmaps.

• Enhance account health, retention, and manage multi-year contract renewals for enterprise accounts.

• Design and implement digital strategies, adoption blueprints, and change management initiatives.

• Identify, qualify, and spearhead strategic upsell, cross-sell, and enterprise service expansion opportunities.

• Position enterprise-level consulting services and impactful training programs.

• Monitor account health through advanced metrics, health scores, and executive engagement.

• Develop swift mitigation and recovery plans for accounts at high risk.

• Activate Executive Sponsors, Product, Engineering, and Services leadership to address complex issues.

• Convert enterprise client requirements and market trends into strategic product recommendations.

• Ensure account intelligence and data integrity in ChurnZero and Salesforce.

• Enhance Client Success team standard operating procedures as a subject matter expert.

⛳️ Requirements

• Minimum of 8 years of experience in client success, executive account management, or strategic consulting.

• Background managing high-ARR / enterprise-level SaaS accounts within the K–12 or EdTech sector.

• Demonstrated success in managing ultra-high-touch client portfolios with excellent net-revenue retention (NRR) performance.

• Outstanding communication, facilitation, and negotiation skills.

• Capability to influence C-suite executives and district board leadership.

• Extensive knowledge in change management, value realization methodologies, and long-term customer journey mapping.

• Proficient in managing cross-functional initiatives, handling enterprise-level escalations, and navigating complex organizational frameworks.

• Strong leadership and mentorship skills.

• Bachelor’s degree or equivalent experience required.

• A passion for K–12 education and dedication to Finalsite’s mission.

• Permanent U.S. residency is mandatory, including ongoing residency to obtain and maintain employment.

• Master’s degree or advanced certification is preferred.

🏝️ Benefits

• Competitive benefits package.

• Opportunities for professional development.

• A collaborative culture founded on partnership and purpose.

• Fully remote employment opportunity, 100% of the time.