Senior Director of Client Success

Full job description
Job Description
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. Read more