Fast Facts

Finalsite is seeking a Senior Director of Client Success to lead a team managing relationships with K-12 education clients, focusing on customer satisfaction and product adoption. This remote role is centered around enhancing the customer experience and achieving business results in a SaaS environment.

Responsibilities: Key responsibilities include driving customer success metrics, managing escalations, developing team processes, and recruiting talent while partnering with cross-functional teams to support client needs.

Skills: The ideal candidate will have 7-10 years experience in account management or client success within SaaS, strong leadership skills, proficiency in Salesforce and other collaboration tools, and a data-driven mindset.

Qualifications: A bachelor's degree is preferred, with a proven track record of business results and experience in a leadership role overseeing account teams.

Location: 100% Remote - Anywhere within the US

Compensation: Not provided by employer. Typical compensation ranges for this position are between $150,000 - $200,000.

Finalsite is the first community relationship management platform for K-12 schools, transforming how schools attract students, engage families, build community — and thrive. More than 7,000 schools and districts worldwide trust Finalsite’s integrated platform for their websites, communications, mobile apps, enrollment, and marketing services. 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

The Senior Director of Client Success is responsible for managing a team of Client Success Managers and is accountable for developing successful, long term relationships with clients in specific Finalsite end markets, such as Public Schools. The Sr. Director will be adept at explaining the value of Finalsite solutions, and will inspire CSMs to deliver ongoing value and excellent service to our customers, turning them into raving fans in the process.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

• Own a book of business and drive financial results, including Gross and Net Revenue Retention, CS Qualified Leads, and Services upsells, and drive your team towards commercial excellence.
• Own the success of the customer post-sale, driving product adoption, developing multi-level relationships, verified outcomes, success plans, references, NPS and CSAT.
• Be the voice of the customer and partner with Finalsite colleagues in Product, Engineering, Marketing and Sales to improve the overall customer experience by routing actionable customer feedback and data in a timely fashion.
• Partner with Support and Professional Services CS leaders to create a streamlined and seamless post-sale customer journey.
• Instill a continuous improvement mindset and a data-driven decision-making culture within the team.
• As a member of the Client Success Leadership Team reporting to the CCO, contribute to the CS team’s vision, mission, goals, objectives and strategy.
• Recruit, develop and retain talent. The Sr. Director is expected to be a strong people manager, leader and coach.
• Develop a strong foundation of process, systems, and automation to scale the team appropriately (e.g. Totango, Salesforce, AI).
• Manage client escalations as appropriate.
• Develop familiarity with Finalsite’s products, K-12 end markets, and Finalsite competitors and partners.
• Model Finalsite Values

QUALIFICATIONS AND SKILLS

• Bachelor’s degree preferred
• 7-10 years of experience leading an account management or CSM team in a SaaS organization.
• A natural leader with a proven history of achieving business results and client outcomes.
• Proficient in Salesforce Lightning, Gmail, Zoom, Slack, Chorus
• Comfortable with targets, quotas, and metrics-based objectives.
• Travel as needed

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 is 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. 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.