Digital Client Success Manager

About the role

The Digital Client Success Manager will own the post‑sale journey for a portfolio of pooled client accounts, ensuring they realize value and remain engaged with Finalsite’s EdTech platform. This remote role blends data‑driven insights with scalable digital outreach to drive adoption, mitigate risk, and support renewal and expansion.

Key responsibilities

• Manage post‑implementation relationships, tracking standard success metrics and client goals.
• Conduct regular outreach, training sessions, escalations, and strategic business reviews for a high‑volume book of business.
• Deliver mid‑contract value touchpoints such as usage reviews and roadmap check‑ins using both customized and automated communications.
• Capture and share client success stories to inform product and marketing initiatives.
• Design outreach plans based on client segment, product mix, and health indicators, connecting customers to self‑service resources.
• Monitor engagement, usage, and support data via Totango, Salesforce, and internal tools to flag risks early.
• Execute re‑engagement strategies, document risks, blockers, and remediation steps, and handle inbound support requests.

Required profile

• Experience managing a large, pooled portfolio of SaaS clients.
• Strong analytical mindset with the ability to interpret usage data and health indicators.
• Excellent communication skills for both digital and live interactions.
• Proactive approach to risk identification and mitigation.

Required skills

• Totango
• Salesforce

What we offer

• 100% remote work within the United States.
• Competitive benefits and professional development opportunities.
• A collaborative culture focused on partnership and purpose.
• Opportunity to impact K‑12 education worldwide.