- Company Name
- Finalsite
- Job Title
- Manager, Digital Client Success
- Job Description
-
**Job Title**
Manager, Digital Client Success
**Role Summary**
Lead and develop a remote team of Client Success Managers/ Specialists to drive retention, adoption, and growth for a digitally scaled SaaS portfolio. Responsible for operational excellence, forecasting, and cross‑functional coordination to optimize the end‑to‑end client experience.
**Expactations**
- Deliver consistent, high‑quality client engagement through technology‑enabled workflows.
- Achieve team performance targets in renewal rates, upsell, and client health.
- Maintain accurate forecasting and risk visibility for a portfolio of digitally scaled accounts.
- Partner with Sales, Product, Support, and leadership to shape processes and product roadmap.
**Key Responsibilities**
- Coach, hire, and manage a team of 3–6 CS managers/specialists; conduct regular 1:1s and team reviews.
- Oversee daily client activity, ensuring effective use of Salesforce, Totango, reporting tools, and support platforms.
- Execute 6–12 month renewal planning, stakeholder validation, risk mitigation, and milestone tracking.
- Drive execution of core CS processes: data hygiene, outreach cadences, NPS/ticket follow‑up, health scoring.
- Escalate complex client issues, coordinating resolution with Product, Support, Sales and other CS stakeholders.
- Feed client insights into product roadmap, messaging, and service model improvements.
- Partner with senior leadership on hiring, performance management, compensation, and retention initiatives.
**Required Skills**
- 7+ years in Client Success, Account Management or Client Operations within SaaS or services.
- 2+ years in people management, including hiring, coaching and performance reviews.
- Proven track record of driving retention, account growth and operational consistency.
- Advanced proficiency with Salesforce, Totango, Zendesk; proficiency in forecasting, health scoring and renewal workflows.
- Strong communication, influence and executive stakeholder engagement.
- Analytical, process‑oriented mindset with focus on outcomes and scalability.
- Experience implementing automation to improve efficiency and scale (plus).
**Required Education & Certifications**
- Bachelor’s degree required.
- Advanced degree or formal leadership training preferred.