Client Success Specialist

Transformation & Turnaround

Client Success Specialist

Job

Do you want to work on complex and pressing challenges—the kind that bring together curious, ambitious, and determined leaders who strive to become better each day? If this sounds like you, you’ve come to the right place.

In this role you will have a broad range of responsibilities, primarily focusing on leading post‑sales engagement. This includes collaborating closely with McKinsey’s client development, operations, and advisory teams to ensure the successful delivery of our solutions and managing ongoing client activities.

You will optimize onboarding processes, training, communications, and user adoption strategies, adapting to changing needs throughout the client lifecycle. Building and maintaining meaningful relationships with a portfolio of clients and internal teams is crucial to demonstrate the value of WAVE’s offerings and a key part of your role, with the expectation to regularly share additional use cases, identify expansion opportunities, and drive product adoption and satisfaction.

Your role also involves leading innovative efforts to broaden client impact and proactively deliver client engagement activities such as workshops, business reviews, and strategic outreach, particularly introducing new capabilities like Wave’s GenAI‑enabled Virtual Coach. You will address and lead the resolution of issues related to adoption, business operations, and client relationships, acting as a client advocate within the team and the broader firm.

Furthermore, you will deliver thought leadership by staying abreast of client needs, industry trends, and competitor offerings. This involves building and optimizing client delivery and development strategies, contributing ideas, and spearheading the implementation of new product development, marketing, and operational enhancements. You will also lead the contract extension and renewal process, serving as the main point of contact for all contractual and billing matters.

Your position requires a willingness to travel 20–30% of the time, accommodating the needs of our diverse client base and ensuring the highest level of service and engagement.

WAVE is part of the McKinsey Transformation Practice. You will be based in Chicago but also work with colleagues across the Americas region. You’ll enable large‑scale transformation and change programs through WAVE, a cloud‑based program management solution, in combination with other tech‑enabled assets.

WAVE empowers teams to drive performance and ensures superior execution and value delivery. Its mix of intuitive technology and McKinsey business advisory enables clients to track the progress and performance of initiatives against business goals, budget, and time frames, powering transformation delivery and sustained change.

As a Client Success Specialist, you will partner directly with c‑suite executives and leadership teams to help shape strategy and build our holistic approach to client experience. In this role, you will have the opportunity to engage with a wide array of clients across industries and will have access to McKinsey’s world‑class training programs and experts to develop deep transformation expertise and best‑in‑class business acumen.

Driving lasting impact and building long‑term capabilities with our clients is not easy work. You are the kind of person who thrives in a high‑performance / high‑reward culture—doing hard things, picking yourself up when you stumble, and having the resilience to try another way forward.

In return for your drive, determination, and curiosity, we’ll provide the resources, mentorship, and opportunities you need to become a stronger leader faster than you ever thought possible. Your colleagues at all levels will invest deeply in your development, just as much as they invest in delivering exceptional results for clients. Every day, you’ll receive apprenticeship, coaching, and exposure that will accelerate your growth in ways you won’t find anywhere else.

When you join us, you will have:

• Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is…