Client Success Manager, Independent & Charter Schools

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

ABOUT THE ROLE

Finalsite is seeking an experienced, consultative Customer Success Manager (CSM) dedicated to our Independent and Charter School segments. This role presents a multi-phase growth trajectory within our Client Success organization:

• Initial Focus (FinTech Operations): You will launch as a specialist embedded with school business offices, finance directors, and bookkeepers who rely on Finalsite’s RevTrak payment processing and merchant solutions. You will own client relationships around financial reconciliation, fee collections, deposit reporting, and payment workflows.
• Expanded Focus (Full Portfolio Evolution): Through structured internal cross-training, your role will expand into a full-portfolio, end-to-end Client Success Manager. You will transition to managing the complete Finalsite platform ecosystem for your assigned Independent and Charter accounts — including Content Management Systems (CMS), Enrollment Management Systems (EMS), Communications & Mobile Apps, Marketing Services, and Admissions tools.

If you thrive on translating complex financial details for business managers today and aspire to lead total platform strategy for independent and charter leaders, this high-impact seat is for you.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

Initial Focus: RevTrak & Financial Operations

• Own the School Finance Relationship: Serve as the primary, trusted point of contact for business managers, CFOs, bookkeepers, and operational leaders at partner schools.
• Lead Reconciliation & Investigation: Walk finance teams through reconciling platform transaction data against bank statements, general ledgers, and Student Information Systems (SIS). Take ownership of discrepancy tickets, investigate transaction logs and chargebacks, and clearly explain root causes.
• Drive Reporting & Audit Readiness: Guide clients in pulling and customizing financial reports (deposits, processing fees, refunds, outstanding balances) required for board reporting, month-end/year-end close, and external audits.
• Bridge Technical & Financial Worlds: Translate school fund accounting terminology (encumbrances, activity funds, fiscal year timing) to internal product and engineering teams, packaging complex tickets into actionable solutions.

Expanded Focus: Strategic Account Ownership & Full Portfolio Partnership

• Strategic Account & Volume Ownership: Manage a dedicated portfolio of Independent and Charter school accounts, driving overall account health, customer satisfaction, referenceability, transaction volume adoption/growth, and Net Revenue Retention (NRR).
• Post-Onboarding Adoption & Guidance: Post-onboarding, partner with and guide leadership teams across Finalsite's full ecosystem (CMS, EMS, Communications, Admissions, and Marketing Services) to ensure ongoing feature adoption, workflow optimization, and long-term value realization.
• Growth & Opportunity Qualification: Identify upsell/cross-sell avenues and supplemental service opportunities (training, design, consulting) across all product lines, partnering with Sales to expand account value.
• Risk Mitigation & Advocacy: Track account health metrics using ChurnZero and Salesforce. Proactively identify churn indicators across both administrative and financial product suites, acting as the client advocate to clear operational roadblocks.

REQUIRED QUALIFICATIONS

• 5+ years of combined experience in: Client Success, Account Management, SaaS Customer Support, or School Business Office/Finance/Marcomm operations.
• Demonstrated comfort with financial concepts: Experience with payment processing, reconciliation workflows, transaction matching, ACH/credit card settlement timing, or ledger entries.
• Segment Alignment: Familiarity with the operational structures, enrollment drivers, and governance of Independent and/or Charter schools.
• Analytical Mindset: Proficiency in spreadsheets, analyzing payment/data logs, and identifying root-cause patterns in complex data sets.
• Growth Agility: Proven capability and enthusiasm to continuously learn new SaaS products, with the commitment to master Finalsite’s complete software portfolio over time.
• Communication & Empathy: Excellent written and verbal skills, with a track record of translating complex technical or financial concepts into reassuring, clear language.

PREFERRED QUALIFICATIONS

• Hands-on experience with school finance software, fundraising platforms, or K–12 SIS/ERP tools (e.g., PowerSchool, Blackbaud, Skyward, Infinite Campus, Veracross).
• Experience utilizing Customer Success platforms (e.g., ChurnZero, Gainsight), CRMs (Salesforce), and ticketing tools (Zendesk, Jira).
• Background in accounting, finance, bookkeeping, or fund accounting in an EdTech/FinTech context.

WHY THIS ROLE MATTERS

Independent and charter school finance teams are often lean and under intense audit scrutiny. When financial data does not balance, it directly impacts board reporting and school ops. Simultaneously, school leaders need unified technology to drive enrollment and communicate with their communities. By bridging financial precision today with total platform strategy tomorrow, you become an indispensable partner in helping schools thrive.

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.