Customer Success Manager

PI Midlantic is a leading Talent Optimization consulting firm and Certified Partner of The Predictive Index®. For over 40 years, we have helped organizations align their people strategy with business strategy through behavioral and cognitive assessments, leadership development, employee engagement, team effectiveness, and workforce consulting. Our mission is to help organizations build high‑performing cultures where people thrive and businesses grow. Position Summary The Customer Success Manager (CSM) serves as a strategic advisor and trusted partner to PI Midlantic clients. This role is responsible for driving client adoption, engagement, retention, and expansion by helping organizations maximize the value of their Talent Optimization initiatives and Predictive Index solutions. The ideal candidate combines strong relationship management skills, business acumen, consulting capabilities, and a passion for helping clients solve people‑related challenges. The CSM proactively guides clients through their journey, ensuring measurable outcomes and long‑term success. Key Responsibilities Client Relationship Management – Serve as the primary post‑sale point of contact for a portfolio of clients. – Develop trusted advisor relationships with executives, HR leaders, managers, and key stakeholders. – Conduct regular business reviews to assess progress, outcomes, and opportunities for improvement. – Maintain a deep understanding of each client’s business objectives, workforce challenges, and strategic priorities. Customer Success & Adoption – Lead onboarding and implementation activities for new clients. – Drive adoption of Predictive Index assessments, talent optimization tools, and consulting solutions. – Develop success plans that align client goals with measurable business outcomes. – Monitor client health, engagement, and utilization metrics to proactively identify risks and opportunities. Strategic Consulting – Help clients apply behavioral and cognitive assessment data to hiring, leadership development, team performance, and employee engagement initiatives. – Facilitate client conversations around workforce planning, organizational effectiveness, and culture development. – Recommend best practices and resources that improve client outcomes. Retention & Growth – Achieve client retention and renewal objectives. – Identify opportunities for account growth, additional consulting engagements, training programs, and expanded platform usage. – Collaborate closely with Sales and Consulting teams to support expansion opportunities. – Manage renewal conversations and ensure ongoing client value realization. Cross-Functional Collaboration – Partner with consultants, facilitators, trainers, and sales professionals to deliver a seamless client experience. – Share client feedback and market insights with internal stakeholders. – Contribute to the development of customer success processes, playbooks, and best practices. Qualifications – Bachelor’s degree in Business, Human Resources, Psychology, Organizational Development, Communications, or related field. – 3+ years of experience in Customer Success, Account Management, Human Capital Consulting, HR Technology, Talent Management, or a related client‑facing role. – Proven ability to build and maintain executive‑level relationships. – Strong presentation, facilitation, and communication skills. – Experience managing multiple client accounts simultaneously. – Excellent organizational and project management capabilities. Preferred – Experience with Predictive Index®, talent assessment platforms, HR technology, or employee engagement solutions. – Background in organizational development, leadership development, coaching, or workforce consulting. – Familiarity with SaaS customer success methodologies and client health metrics. – Experience supporting executive and HR leadership teams. Success Measures – Achieve client retention and renewal goals. – Increase client adoption and engagement with PI Midlantic solutions. – Generate measurable client outcomes tied to talent optimization initiatives. – Identify and support revenue expansion opportunities. – Maintain high client satisfaction and advocacy scores. #J-18808-Ljbffr