Principal Client Success Manager

WHO WE ARE

Finalsite is the most valued partner for K–12 schools to build trust, strengthen community, and grow enrollment. Ranked among the best EdTech Companies in America, Finalsite supports more than 7,000 schools and districts worldwide with an integrated platform for websites, communications, mobile apps, enrollment, and marketing services.

Headquartered in Glastonbury, Connecticut, Finalsite is a global company with employees working remotely across nearly every U.S. state, as well as throughout Europe, South America, and Asia.

We believe people do their best work when they feel supported, connected, and empowered to grow. That’s why we invest in our employees through competitive benefits, professional development opportunities, and a collaborative culture built on partnership and purpose. Whether you’re looking to expand your skills, take on new challenges, or make a meaningful impact in education, Finalsite offers the opportunity to grow your career while helping schools thrive.

At Finalsite, every interaction matters — with our clients, with each other, and with the schools and families we serve. Join us and help shape stronger school communities around the world

The Principal Client Success Manager (CSM) at Finalsite is an executive-level, post-sale partner responsible for driving strategy, value, and expansion across a dedicated portfolio of Finalsite’s highest-tier, enterprise-level accounts. Built for a seasoned leader with deep EdTech expertise, this high-touch role acts as a trusted advisor to district superintendents, C-level executives, and key leadership teams.

The Principal CSM ensures long-term retention, platform adoption, referenceability, and strategic expansion by aligning Finalsite’s platform capabilities with the client's institutional goals.

100% Remote - Anywhere within the US

• Executive Strategic Partnership
  :
  Serve as a trusted advisor and strategic consultant to C-suite and executive leadership (Superintendents, Chief Technology Officers, Communications Directors). Conduct Executive Business Reviews (EBRs) and establish long-term success roadmaps tailored to enterprise goals.

• Enterprise Portfolio Ownership & Retention
  :
  Drive top-tier account health, retention, and multi-year contract renewals across a high-value, highly white-glove portfolio of enterprise accounts.

• Value Realization & Custom Adoption Strategy
  :
  Design and execute digital strategies, adoption blueprints, and change management initiatives to maximize ROI and deepen platform dependency.

• Strategic Growth & Expansion
  :
  Identify, qualify, and lead high-impact strategic upsell, cross-sell, and enterprise service expansion opportunities, collaborating closely with Sales and Executive Leadership to expand account lifetime value.

• Supplemental & Custom Services
  :
  Proactively position enterprise-grade consulting and high-impact training programs to accelerate strategic outcomes.

• Proactive Executive Risk Management
  :
  Oversee complete account health using advanced metrics, health scores, and executive touchpoints. Develop and execute rapid-response mitigation and recovery plans for high stakes accounts showing risk markers.

• Cross-Functional & Executive Alignment
  :
  Act as the premier internal advocate for enterprise clients, mobilizing Executive Sponsor, Product, Engineering, and Services leadership to resolve complex operational, technical, or commercial friction points.

• Product & Market Influence
  :
  Translate enterprise client needs and market trends into strategic product recommendations, partnering directly with Product Managers to shape the future platform roadmap.

• Process Leadership
  :
  Maintain spotless account intelligence and data integrity across Client Success Platforms (Churn Zero, Salesforce) and serve as a subject matter expert in refining CS team SOPs.

• 8+ years of experience in client success, executive account management, or strategic consulting, specifically managing high-ARR / enterprise-level SaaS accounts in the K–12 or EdTech sector.

• Proven track record of managing ultra-high-touch client portfolios with high net-revenue retention (NRR) performance.

• Executive…