Description
The Director of Client Success role is to lead the enterprise client experience for our leadership assessment platform. The position reports directly to the CEO.
Pinsight works with large, complex organizations to support critical leadership decisions through hiring, promotion, succession, and development. As we evolve from an assessment provider into a Leadership Intelligence Platform, Client Success plays a critical role ensuring Pinsight is implemented effectively, embedded into clients' talent processes, adopted at scale, and valuable enough to sustain and renew.
This is not a traditional high-volume SaaS Customer Success role. Our focus is highly concentrated on the enterprise market, including some of the world's largest and most complex organizations. Each client relationship involves multiple stakeholders, sophisticated talent processes, and consequential leadership decisions.
The Director will lead a team of Implementation Managers who serve as the primary point of contact for assigned enterprise accounts, while personally providing leadership for complex implementations, renewals, assessment operations, and escalated assessment interpretation questions.
The primary commercial measure for the role is gross revenue retention. Success means that clients implement Pinsight successfully, adopt it, embed it into their talent processes, realize sustained value, and renew. Additional operating indicators include platform adoption and utilization, account health and renewal readiness, renewal forecasting accuracy, client satisfaction, stakeholder engagement, assessment delivery and reliability, as well as team empowerment and leadership.
Tasks and Responsibilities:
Enterprise Implementation & Adoption: Own a consistent, scalable approach to implementing Pinsight across enterprise clients.
Client Training & Upskilling: Build a scalable model for enabling client organizations to use Pinsight successfully.
Enterprise Account Leadership & Renewal: Own the health and retention of Pinsight's enterprise client portfolio.
Lead the Client Success Team: Lead Implementation Managers, each serving as the primary point of contact for a portfolio of enterprise clients.
Assessment Interpretation & Client Escalation: Serve as the senior Client Success resource when client questions a move beyond implementation and requires deeper understanding of Pinsight's assessment methodology.
Requirements
We are looking for an experienced enterprise Client Success leader who combines strong people leadership with enough talent assessment expertise to operate credibly with sophisticated HR and Talent Management clients. You will likely bring:
8+ years of Client Success experience, talent management, HR technology, assessment, organizational consulting, professional services, or a related field.
Demonstrated experience leading and developing client-facing teams.
Experience managing complex Fortune 1000 or similarly sophisticated enterprise relationships.
Strong knowledge of enterprise talent processes such as executive selection, succession, leadership development, HiPo identification, or promotion.
Experience driving adoption, retention, and renewals.
Strong program and implementation management capabilities.
Experience with executive assessment methodology, leadership assessment centers, or applied Industrial/Organizational Psychology.
The ability to confidently interpret individual assessment results and advise HR professionals on their appropriate application to talent decisions.
Strong commercial judgment and experience facilitating renewal negotiations.
Graduate training in Industrial/Organizational Psychology, Talent Management, or a related discipline is highly desirable.
