• Own a portfolio of n8n enterprise customers, acting as the primary post-sales partner across onboarding, adoption, and renewal • Lead customer kickoffs and success planning, aligning stakeholders on goals, timelines, responsibilities, and measurable outcomes • Drive onboarding and enablement across technical and business audiences, accelerating time-to-value and unblocking implementation challenges • Establish a strong operating cadence (health checks, executive syncs, QBRs), using customer data and adoption insights to guide priorities and decisions • Monitor customer health and product usage signals to proactively identify risks, manage escalations, and maintain stakeholder alignment • Quantify and communicate business value throughout the customer lifecycle, building ROI narratives tied to adoption, efficiency gains, and business impact • Identify and progress expansion opportunities (upsell/cross-sell), partnering with Account Executives on account strategies that drive customer growth • Partner closely with Support, Solutions Engineering, and Product teams to resolve blockers quickly and deliver a seamless customer experience • Provide structured, actionable feedback to Product and Engineering, representing customer needs and helping shape roadmap priorities

Title: Digital Client Success Manager Location: USA, Remote Salary: From $60,000 to $85,000 per year Job Description: 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 SUMMARY The Digital Client Success Manager is responsible for driving retention and value across a portfolio of pooled client accounts. This role utilizes scaled, digital-first methodologies to manage the full post-sale client lifecycle—from adoption and relationship development to contract renewal and expansion alignment. This manager is expected to leverage technology, data analytics, and scalable communication to manage and own renewal activity, proactively identify and mitigate risks, support product adoption, and serve as the internal voice of the client. LOCATION 100% Remote - Anywhere within the US RESPONSIBILITIES Client Strategy & Value Delivery - Manage post-implementation client relationships with a high focus and fluency of standard client goals and success metrics. - Monitor and manage outreach and check-ins, training sessions, escalations and strategic business reviews for a high-volume, pooled book of business. - Execute mid-contract value realization touchpoints (e.g., annual usage review, roadmap check-ins) using both customized and scaled, lifecycle-triggered outreach to reinforce ongoing value. - Capture and share client success stories, outcomes, and feedback to inform future product and marketing efforts. Product Adoption and Digital Engagement - Tailor outreach and engagement plans based on client segment, product mix, and account health indicators. - Connect clients to relevant self-service resources and success stories through digital and scaled methods. Account Health and Risk Management - Monitor engagement, usage, and support data via Totango, Salesforce, and other internal tools to proactively track health and flag risk. - Manage re-engagement strategies and ensure accurate documentation of risks, blockers, and remediation steps. - Handle both inbound support and initiate outbound outreach based on lifecycle triggers or health indicators, escalating complex issues as needed. - Monitor and manage at-risk accounts based on usage declines, open support tickets, or client sentiment (e.g., low NPS), and initiate follow-up or escalation paths. Renewal Planning and Execution - Own renewal preparedness, including 6–12 month planning cycles and contract strategy alignment for strategic accounts. - Renewal opportunity ownership and management including contract review, quoting, negotiation, and opportunity closure - Partner with Sales to co-lead renewal opportunities with upsell/cross-sell potential QUALIFICATIONS AND SKILLS - 3+ years of experience in client success, account management, or client strategy roles, preferably within a SaaS or technology-driven environment. - Proven ability to manage both strategic accounts and high-volume, pooled portfolios using scalable methods. - Deep understanding of the client lifecycle, including proactive adoption planning, risk mitigation, and stakeholder retention. - Strong communication, negotiation, and value-based storytelling skills; able to balance client advocacy with business goals. - Experience with CRM or client success platforms such as Salesforce, Totango, and Zendesk. - Demonstrated comfort using data to assess client needs, identify moments for engagement, and manage multiple priorities across a fast-paced portfolio. - Experience working with automation or scaled communication platforms is a strong bonus. - Bachelor’s degree required; advanced degree or relevant certifications are a plus. Key Performance Indicators (KPIs) - Annual and quarterly client renewal rate (logo and dollar) - Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) - Number and quality of reactive and proactive outreach activities per month (scaled and strategic) - At-risk account recovery rate and escalation responsiveness - Timeliness and quality of responses to inbound requests - Salesforce and Totango data completeness and active health tracking percentage 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.

Role Description The Manager, Customer Success will lead a team of Customer Success professionals. You will be part of the Customer Success organization responsible for protecting, nurturing, and growing customer relationships. Main Responsibilities - Leads and develops teams focused on Customer Success management. - Accountable for customer, product, and revenue retention, product adoption, and revenue expansion. - Leverage data to help the team understand customer health, risks, and opportunities. - Encourages and directs innovative thinking. - Partner closely with Sales Acquisition team on strategic account and acquisition initiatives. - Implement best practices and solutions to channel’s business and customer needs by promoting a common vision and focus to serve the customer. - Drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge, and communication. - Develop and build strategic internal and external relationships to facilitate customer growth. - Accountable for business performance by monitoring and achieving KPIs. - Manage organization of dedicated field Customer Success professionals and support for our Insert Segment/Region US customers responsible for managing customer success activities such as: - Onboarding - Creating customer success plans - Customer advocacy - Ensuring product adoption and value realization - Identify upsell and cross-sell opportunities to partner with sales for revenue - Resolve customer dissatisfaction - Revenue management activities e.g. churn, credits, rerates, payment terms Leadership - Ensure positive onboarding experience for new hires (tools, training, resources, etc.) and drive optimal ramp time to full productivity. - A change agent leader who will build a strong customer success team to drive a compelling focus on net revenue growth. - Recruit, mentor, and develop customer success team. - A customer-first leader with the ability to drive our company culture and values and with a passion to help our customers be successful and drive positive employee engagement. - Clearly articulate the CS vision and strategy across your team and the sales ecosystem. Qualifications - 6+ years of related customer-facing client services experience. - Experience in a technology customer-facing environment supporting technology customers. - Ability to manage influence through persuasion, negotiation, and consensus building internally and with customers. - Excellent communication skills. - Ability to identify common needs and issues across the organization. Preferred Qualifications - More than 7+ years of applicable experience. - Bachelor’s degree in business or related field. What to Expect Next Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date. Requisition Requisition #: 341751 Commitment to Diversity We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know. We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive. Privacy Notice Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data. To review Lumen’s Privacy Notice, please visit: Privacy Notice

• Develop strong, strategic relationships with Cozeva and Vatica customers, actively seeking the "why" behind our customers' asks to ensure we understand and address their challenges to meet their goals, and then support their progressive achievement of those goals • Dig into customer performance and adoption data and customer health metrics, proactively identifying and addressing potential issues or risks to either customer business outcomes or the Cozeva and Vatica Customer relationship • Conduct regular check-ins, recurring business reviews, and satisfaction surveys to evaluate customer success, platform satisfaction, and general contract health • Identify opportunities for upselling or cross-selling additional products and services that align with customers’ current or emerging business needs • Gather and share customer feedback with product management and development teams to influence the product roadmap, connecting the dots across needs that are shared across customers and best practices that have led to positive customer outcomes • Collaborate with marketing and sales teams to create customer success stories, testimonials, and case studies • Drive projects to timely completion by acting as a liaison between the customer and Cozeva and Vatica program managers for regulatory submission processes • Keep up-to-date with knowledge of the healthcare industry and product enhancements; Serve as subject matter experts on workflow to ensure customers experience maximum value on our platform • Work collaboratively with the rest of the CSM team as well as other internal teams to host Office Hours, Webinars, and Trainings as needed