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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