Senior Client Success Manager

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

📋 Description

• Oversee a designated portfolio of accounts as a strategic partner post-sale.

• Act as a consultative advisor, gaining insights into clients’ organizational structures and strategic objectives.

• Drive net revenue retention while managing the renewal process effectively.

• Enhance product adoption and showcase the value of the platform.

• Identify, qualify, and facilitate the transition of upsell and cross-sell opportunities to the Sales team.

• Promote training and consulting services to expedite product adoption.

• Assess client health through scores, CSAT/NPS, and usage metrics.

• Execute strategic interventions to reduce churn risk.

• Serve as an internal advocate for clients and orchestrate cross-functional teams to eliminate roadblocks.

• Lead discussions across various departments to enhance communication and minimize friction.

• Provide insights on market trends, industry advancements, and competitor tactics.

• Assist team members with their projects and success meetings while offering mentorship.

• Adapt to changes in the market, customer needs, and technology, introducing innovative strategies, processes, or products.

• Ensure data accuracy in ChurnZero and Salesforce while adhering to team SOPs.

• Complete and document necessary engagement activities for proactive support of the portfolio.

⛳️ Requirements

• 5-7 years of experience in client success, support, sales, implementation, or a related field, ideally within a SaaS or education-focused setting.

• Exceptional communication and interpersonal abilities.

• Empathetic, consultative, and confident in negotiation and conflict resolution situations.

• Highly organized with a keen attention to detail.

• Capability to manage a portfolio of accounts with diverse needs and timelines.

• Strong multitasking skills in a fast-paced environment.

• Flexibility to adjust priorities as circumstances change.

• Ability to work independently while fostering a collaborative team environment.

• Bachelor’s degree or equivalent experience.

• Passionate about K–12 education and aligned with Finalsite’s mission.

• Permanent residency in the United States is required.

• Ongoing residency within the United States is necessary to obtain and maintain employment.

🏝️ Benefits

• Competitive benefits package.

• Opportunities for professional development.

• A collaborative work culture.

• Potential for career advancement.

• Fully remote work environment.