Senior Enterprise Client Success Specialist

Overview

The Senior Enterprise Client Success Specialist serves as the primary post-sale partner for Prosci's enterprise clients, blending operational excellence with proactive relationship management and strategic growth initiatives. This role is responsible for ensuring a seamless experience from program onboarding through delivery by coordinating logistics, facilitating internal alignment, advocating for client success and satisfaction, and driving growth opportunities.

With a dual focus on service coordination, client engagement, and sales support, this role bridges the gap between delivery, sales, and client stakeholders—making sure every program is prepared, every detail is tracked, every client feels valued and supported, and every growth opportunity is identified. As Prosci's client engagement model evolves, this role will grow to encompass broader customer success functions across licensing, advisory services, and AI-enabled solutions like Kaiya, reflecting a more holistic approach to enterprise client success. This is an ideal opportunity for someone who thrives in a high-ownership environment and brings a mindset of continuous improvement and collaboration. This is a critical, cross-functional role that supports Prosci's mission to deliver exceptional outcomes for our clients as they build change capability within their organizations.

Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we've helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

Check out our website for more about our team and approach: https://www.prosci.com/about.

Key Responsibilities

Client Engagement & Strategic Coordination

• Serve as the primary/first point of contact for enterprise clients’ post-sale, ensuring smooth onboarding, program preparation, and delivery.
• Build trusted relationships with clients through timely communication, check-ins, and responsiveness to evolving needs.
• Partner with Account Managers and Sales to align on client expectations and serve as a backup for time-sensitive client requests.
• Lead program kick-offs, status updates, and wrap-ups as appropriate, reinforcing long-term client value and satisfaction.
• Participate in client meetings as needed to provide updates, advocate for client needs internally, and collaborate across teams.

Program Execution & Operational Oversight

• Oversee end-to-end logistics for Prosci-delivered enterprise programs (virtual and on-site), ensuring materials, communications, and delivery team needs are in place.
• Collect and manage program-specific data including shipping info, participant rosters, travel instructions, and event details.
• Liaise with Master Instructors, Producers, Training Managers, and client site coordinators to confirm readiness and resolve pre-program questions.
• Create and process Microsoft Business Central (BC) orders and manage invoice setup in line with Statements of Work.
• Act as a connector across Account Management, Delivery, and Product teams to drive alignment and ensure high-quality execution.

Sales Enablement & Client Growth Support

• Manage the Annual License Fee (ALF) process, assisting clients with renewals and highlighting opportunities for upselling.
• Leverage data analytics to identify client growth potential and prepare insights for growth team reviews.
• Support sales teams with client materials, proposals, PSAs, and Statements of Work.
• Monitor client satisfaction, adoption, and engagement data to flag risks or opportunities to internal teams.
• Collaborate with Account Managers to develop client expansion strategies that align with Prosci’s broader offerings.

Collaboration, Mentorship & Continuous Improvement

• Share knowledge and best practices across the customer success team, helping elevate team capabilities and service quality.
• Participate in training sessions and improvement initiatives to refine workflows, templates, and client-facing materials.
• Champion consistency in client engagement by contributing to playbooks, documentation, and process enhancements.
• Maintain accurate Salesforce records to support tracking, reporting, and decision-making.

Success Profile

Based on this role's scope and responsibilities, we are seeking candidates with the following minimum qualifications, skills, attributes, and competencies. Preferred qualifications are also noted.

Competencies

• Client Centric: Prioritizes client needs with a "client's best friend" mentality, fostering strong relationships to deliver exceptional service and tailored solutions that drive customer success.
• Influences Without Authority: Builds trust and alignment across teams to ensure client needs are met, even without direct oversight.
• Build Networks: Develops and maintains strong relationships with clients and colleagues, fostering trust and open communication while effectively cultivating formal and informal networks both internally and externally.
• Communicates Effectively: Delivers clear, concise, and tailored communications across multiple formats, ensuring a thorough understanding of diverse audience needs.
• Decision Quality: Makes informed, timely decisions by analyzing data and trends, driving successful outcomes for clients.
• Situational Adaptability: Adjusts approaches and behaviors in real-time to effectively respond to changing client and team needs in a dynamic environment.
• Resourcefulness: Proactively utilizes available resources to address client challenges and achieve organizational goals with effective, timely solutions.
• Team Collaboration: Works effectively with colleagues across functions, sharing knowledge, problem solving, and supporting team goals with a collaborative approach.

Technical/Functional Skills

• Proficiency with CRM systems and data analysis tools (Salesforce preferred)
• Familiarity with Microsoft 365 and virtual meeting platforms.
• Basic understanding of change management principles and their application.
• Experience with cross-functional team collaboration, especially in remote or matrixed environments.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field — or equivalent professional experience.
• 5–7 years of experience in customer success, account management, training coordination, or a similar client-facing role.
• Proven ability to take initiative and lead cross-functional efforts with minimal oversight.
• Demonstrated experience managing multiple programs or projects in a fast-paced environment.
• Excellent interpersonal and communication skills; adept at building rapport across diverse stakeholders.
• Highly organized with strong attention to detail and a disciplined approach to processes.
• Proficient in CRM systems (Salesforce preferred), Microsoft 365, and collaboration tools.
• Comfortable working in a fully remote team environment.
• Experience collaborating across functions and contributing to team-wide initiatives is preferred.

Additional Preferences

• Familiarity with change management, learning & development, or professional services industries is a plus.
• Familiarity with software-as-a-service (SaaS) and perpetual licensing models along with change management tools can provide a solid foundation for understanding client needs and driving adoption.
• Proven ability to view and service clients holistically, addressing not just immediate needs but also anticipating future challenges and opportunities, ensuring a comprehensive and seamless client experience.
• Knowledge of Annual License Fee (ALF) or maintenance processes and renewal management.

Performance Metrics

• Client satisfaction scores, NPS, and successful program delivery outcomes.
• Effectiveness of team collaboration and knowledge sharing with colleagues.
• Accuracy and timeliness of Salesforce data and program execution.
• Contribution to renewal, upsell, and ALF compliance metrics.

Future Evolution & Growth Potential

This role is positioned for growth and evolution as Prosci expands its customer success capabilities. The successful candidate will have opportunities to develop expertise and contribute to broader customer success functions supporting clients across Prosci's full portfolio of licensing, training, and advisory service offerings—including emerging AI-enabled solutions like Kaiya. Candidates with adaptability and eagerness to grow with the role will thrive in this dynamic environment. Individuals with a strong sense of ownership, a collaborative spirit, and an interest in shaping best practices will thrive in this dynamic environment.

Additional Information

Travel Requirements: This role requires minimal travel, up to 2 times per year for company events and team meetings.

Work Location: This is a remote role within the US.

Compensation: $58,000 - $73,000 USD is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for inclusion in our bonus program.

Benefits: Through our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business. In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, pet insurance, 401k with company matching, and access to LinkedIn Learning. Our “mostly virtual” culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply. Prosci is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization: https://www.prosci.com/about/dei

If you require assistance due to a disability applying for open positions, please submit a request to: [email protected].