Client Success Manager

Summary

The Predictive Index is a workplace behavioral science company that helps organizations hire talent, build teams, and develop leaders. The Client Success Manager will manage a portfolio of clients, drive adoption of PI solutions and AI capabilities, provide talent optimization guidance, identify expansion opportunities, and advocate for customer needs internally.

Responsibilities

• Own the client journey. Manage the onboarding, implementation, adoption, and advocacy for a portfolio of PI clients, using AI tools to keep account plans, notes, and follow-ups organized as your book grows
• Drive adoption. Maximize customer awareness, engagement, and adoption of PI solutions throughout each client, including helping them get real value from the AI features in PI's platform
• Consult and challenge. Be willing to consult and challenge clients and their users on talent optimization strategies and practices to achieve their desired outcomes, including how they hire, build teams, and develop people as AI changes the way work gets done
• Tell the story with data. Present insights and metrics related to a client's utilization of PI products to client key contacts and/or the C-Suite, using AI to pull together usage data and trends so your time goes into the story and the recommendations
• Find the next opportunity. Utilize discovery to identify new opportunities within client accounts, with AI helping you prep for calls and surface patterns across conversations
• Grow accounts. Collaborate with the Client Account Manager on potential expansion opportunities and renewals to increase average contract value in service of both gross and net dollar retention
• Stay on top of it all. Utilize effective time management, resources, systems, and AI tools to ensure each client's varying needs and deliverables are being met
• Be the voice of the customer. Act as the customer advocate when working with internal teams such as Direct Sales, Product, Science, and Marketing, sharing client feedback that helps shape the products we build, including our AI offerings

Skills

• Strong business acumen, account management, problem-solving, planning, and analytical skills
• Proven account management experience and a track record of meeting or exceeding key metrics
• Experience communicating effectively at all levels of the organization, including executive and C-Level
• Experience delivering client-focused solutions based on customer needs
• Ability to synthesize and summarize client feedback systematically, ideally with AI tools as part of how you do it
• Excellent interpersonal communication (both written and verbal) and presentation skills, and the ability to collaborate effectively with various groups
• Proven ability to manage multiple projects at a time while paying attention to detail
• Excellent listening and negotiation skills
• Previous experience with talent management and organizational design

Qualifications

Must Haves

• Strong business acumen, account management, problem-solving, planning, and analytical skills
• Proven account management experience and a track record of meeting or exceeding key metrics
• Experience communicating effectively at all levels of the organization, including executive and C-Level
• Experience delivering client-focused solutions based on customer needs
• Ability to synthesize and summarize client feedback systematically, ideally with AI tools as part of how you do it
• Excellent interpersonal communication (both written and verbal) and presentation skills, and the ability to collaborate effectively with various groups
• Proven ability to manage multiple projects at a time while paying attention to detail
• Excellent listening and negotiation skills

Nice to Haves

• Previous experience with talent management and organizational design

Benefits

• Unlimited PTO
• 401(k) with match
• All PI employees have the choice to work either at our Westwood, MA headquarters, Remote, or a mix of both!
• Every PI employee gets access to AI tools and ongoing training to use them well.