Role OverviewThe 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 Owns1. Client Relationship ManagementServe as the primary relationship partner for active ThinkHuman clientsSupport client onboarding transitions after new deals are closedHelp clients plan and sequence their leadership development journeyConduct regular check-ins to manage expectations, satisfaction, and engagementSchedule ad hoc meetings as needed and maintain a strong narrative for each client about where they are in their journeyMonitor client relationship health based on engagement, responsiveness, and future opportunityProduce midpoint and endpoint documents, decks, and/or visuals for clients demonstrating program performanceLead midpoint and endpoint debrief meetings with clients and executive sponsorsMaintain and actively work a retention tracker on a biweekly basis, taking action on at-risk relationships before they escalateEnsure program start dates hold; proactively manage timelines and flag risks earlyDeliver weekly, monthly, and quarterly reporting on program performance and client health2. Program Success & Facilitator SupportOwn the success of each program and the overall client satisfaction scoreCollaborate with facilitators, Head of Programs, and executive sponsors to ensure sessions maintain a 4.2 or higher satisfaction ratingAfter every session, perform a Program Success Check: review client feedback, session scores, attendance, and concerns; identify ways to improve the learning experienceWrite Facilitator Briefs that equip facilitators with the context, client goals, and nuances they need to run each session effectivelyConduct feedback conversations with facilitators as needed to support continuous improvementProactively surface and address risks or concerns before they escalate3. Program Content SetupOwn the setup and coordination of program content for each engagementIdentify client goals connected to ThinkHuman materials and ensure alignment between content and what the client is working to achieveWrite success metrics for each program that reflect both what ThinkHuman owns and what the client is working towardIdentify any flexing or modifications needed to effectively run the program for a given client context, and do the work to complete those modificationsEnsure all materials, session links, pre-work, and scheduling are in place ahead of program launchMaintain accurate program documentation and keep internal systems (e.g., ClickUp) up to dateCoordinate between clients and the ThinkHuman team to ensure a smooth, on-time program launch4. Repeat Sales & Account ExpansionOwn revenue growth within existing accountsOperate in a consultative capacity: understand each client's overarching goals, organizational context, and people strategyIdentify and shape next-step opportunities aligned to client goals; bring ideas for how ThinkHuman can deepen the partnershipGuide clients toward next investments and lead programming conversations, including scope, structure, and recommendationsClose or advance expansion opportunities in partnership with internal stakeholdersCheck in with clients who are not actively in programs to maintain relationships and introduce new opportunitiesConfidently discuss scope, pricing, and investment with senior leadersTrack pipeline and expansion progress within HubSpotTrack and analyze customer lifetime value to inform retention strategy and identify expansion opportunitiesAI 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 frameworksLeverage AI to synthesize program feedback, identify patterns, and surface actionable insightsApply AI in client communication prep: researching client context, preparing for conversations, drafting follow-upsUse AI to streamline program content setup, identify content gaps, and suggest modifications based on client goalsStay current on AI tools relevant to L&D, client success, and productivity; bring forward tools that could benefit the ThinkHuman teamIdeal CandidateThe 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 retentionFacilitation: experience designing or delivering learning experiences; comfortable in front of groups and able to support facilitators from a place of expertiseLearning design: understanding of how to structure programs, connect content to client goals, and write meaningful success metricsROI and impact measurement: ability to articulate and demonstrate the value of leadership development programs in business termsSales and account expansion: comfortable in consultative sales conversations; able to identify and advance expansion opportunities without being pushyLeadership development: deep familiarity with the L&D and leadership development landscape; brings credibility to conversations with HR and talent leadersBuilds trust quickly with HR leaders, L&D professionals, and senior executivesMoves naturally from a relationship conversation to a consultative programming conversationHas strong judgment about when to deepen a relationship versus when to advance an opportunityIs organized, proactive, and able to manage multiple client relationships simultaneouslyWays of WorkingRespond to email, ClickUp, and Slack within 4 hours during working hoursUpdate program documentation and CRM records consistentlyCommunicate proactively: bring problems early and bring solutions with themDeliver weekly, monthly, and quarterly reporting on scheduleRepresent ThinkHuman's values in every client interaction: care, expertise, and results
