CLIENT SUCCESS

Client Success Partner Role Overview The Client Success Partner is a contractor role that owns the ongoing client relationship, facilitator success, program content setup, and repeat sales for ThinkHuman clients. This role is the connective tissue between our clients, our facilitators, and our programs, ensuring every client feels supported, seen, and set up for results. It operates in a consultative, relationship-first capacity and is directly accountable for client satisfaction, retention, and expansion revenue. What This Role Owns 1. Client Relationship Management Serve as the primary relationship partner for active ThinkHuman clients Support client onboarding transitions after new deals are closed Help clients plan and sequence their leadership development journey Conduct regular check-ins to manage expectations, satisfaction, and engagement Schedule ad hoc meetings as needed and maintain a strong narrative for each client about where they are in their journey Monitor client relationship health based on engagement, responsiveness, and future opportunity Produce midpoint and endpoint documents, decks, and/or visuals for clients demonstrating program performance Lead midpoint and endpoint debrief meetings with clients and executive sponsors Maintain and actively work a retention tracker on a biweekly basis, taking action on at-risk relationships before they escalate Ensure program start dates hold; proactively manage timelines and flag risks early Deliver weekly, monthly, and quarterly reporting on program performance and client health 2. Program Success & Facilitator Support Own the success of each program and the overall client satisfaction score Collaborate with facilitators, Head of Programs, and executive sponsors to ensure sessions maintain a 4.2 or higher satisfaction rating After every session, perform a Program Success Check: review client feedback, session scores, attendance, and concerns; identify ways to improve the learning experience Write Facilitator Briefs that equip facilitators with the context, client goals, and nuances they need to run each session effectively Conduct feedback conversations with facilitators as needed to support continuous improvement Proactively surface and address risks or concerns before they escalate 3. Program Content Setup Own the setup and coordination of program content for each engagement Identify client goals connected to ThinkHuman materials and ensure alignment between content and what the client is working to achieve Write success metrics for each program that reflect both what ThinkHuman owns and what the client is working toward Identify any flexing or modifications needed to effectively run the program for a given client context, and do the work to complete those modifications Ensure all materials, session links, pre-work, and scheduling are in place ahead of program launch Maintain accurate program documentation and keep internal systems (e.g., ClickUp) up to date Coordinate between clients and the ThinkHuman team to ensure a smooth, on-time program launch 4. Repeat Sales & Account Expansion Own revenue growth within existing accounts Operate in a consultative capacity: understand each client's overarching goals, organizational context, and people strategy Identify and shape next-step opportunities aligned to client goals; bring ideas for how ThinkHuman can deepen the partnership Guide clients toward next investments and lead programming conversations, including scope, structure, and recommendations Close or advance expansion opportunities in partnership with internal stakeholders Check in with clients who are not actively in programs to maintain relationships and introduce new opportunities Confidently discuss scope, pricing, and investment with senior leaders Track pipeline and expansion progress within HubSpot Track and analyze customer lifetime value to inform retention strategy and identify expansion opportunities AI Fluency (Required) AI proficiency is a core requirement for this role, not a nice-to-have. This role is expected to actively use AI tools to work smarter, move faster, and deliver higher-quality output across all areas of the work. Use AI tools to draft Facilitator Briefs, client-facing reports, debrief decks, and success metric frameworks Leverage AI to synthesize program feedback, identify patterns, and surface actionable insights Apply AI in client communication prep: researching client context, preparing for conversations, drafting follow-ups Use AI to streamline program content setup, identify content gaps, and suggest modifications based on client goals Stay current on AI tools relevant to L&D, client success, and productivity; bring forward tools that could benefit the ThinkHuman team Ideal Candidate The right person for this role has direct experience across several of the following areas and a genuine passion for the work: Client management: track record of owning client relationships, managing satisfaction, and driving retention Facilitation: experience designing or delivering learning experiences; comfortable in front of groups and able to support facilitators from a place of expertise Learning design: understanding of how to structure programs, connect content to client goals, and write meaningful success metrics ROI and impact measurement: ability to articulate and demonstrate the value of leadership development programs in business terms Sales and account expansion: comfortable in consultative sales conversations; able to identify and advance expansion opportunities without being pushy Leadership development: deep familiarity with the L&D and leadership development landscape; brings credibility to conversations with HR and talent leaders Builds trust quickly with HR leaders, L&D professionals, and senior executives Moves naturally from a relationship conversation to a consultative programming conversation Has strong judgment about when to deepen a relationship versus when to advance an opportunity Is organized, proactive, and able to manage multiple client relationships simultaneously Ways of Working Respond to email, ClickUp, and Slack within 4 hours during working hours Update program documentation and CRM records consistently Communicate proactively: bring problems early and bring solutions with them Deliver weekly, monthly, and quarterly reporting on schedule Represent ThinkHuman's values in every client interaction: care, expertise, and results Apply To This Job