Manager, Digital Client Success

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.

100% Remote - Anywhere within the US

• 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.

• 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.

• 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.

• 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.

• 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.

• Experience leveraging automation to improve efficiency and scale is a plus.

• Bachelor’s degree required; advanced degree or formal leadership training preferred.

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 is required to obtain (and retain) employment with Finalsite.

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. Ensure your Finalsite job offer is legitimate and don't fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a finalsite.com email address. For added security, where possible, apply through our company website at finalsite.com/jobs.