Client Success Consultant

Client Success Consultant

Position: Full-time - Permanent

Role - Entry Level

Location: Washington, D.C. / Maryland

Reporting to: CS Team Lead for North America

Passle is a rapidly growing Enterprise SaaS company, offering an AI-powered thought leadership Platform for law & Professional Services firms. We help make thought leadership simple, scalable, and effective, so Professional Services firms can be front of mind with their clients and prospects when it matters most.

We help professional services firms achieve this with their clients and prospects, with regular, timely thought leadership, so they know they're getting the best in the business.

Our clients include some of the world’s largest law and professional services firms including A&O Shearman, Reed Smith, Deloitte, Linklaters and Alix Partners.

At Passle, the Client Success team is a vital part of our client relationship structure. A Client Success Consultant works closely with clients as their day-to-day contact and demonstrates how to get the most out of our products by aligning Passle and its core offerings to the client's business strategy and long‑term goals. CS Consultants guide our clients throughout their whole user journey, advise on best practices, and lead on post‑implementation engagement, with the ultimate goal of successfully retaining our clients and helping them in the continued growth of our client base.

Client Success Consultants are expected to deliver in‑depth product training, gather and articulate their client successes using a range of media such as presentations, case studies, numerical data, and testimonials.

This person will be given training opportunities from the moment they join Passle and continuing throughout their career. A successful person in this role will learn the product intimately and work with the wider business to get a thorough understanding of how our business is structured and how the different teams work closely with one another, particularly with our parent company in the UK.

With time, this person will grow to manage larger client accounts with greater responsibility and mentor/manage recruits to the Client Success team as our business continues to rapidly grow across the United States.

• Become a super user of the Passle platforms:
  Passle’s Thought Leadership Suite and Cross Pitch AI
• Eloquently advise, articulate, and present about Passle’s products and services
• Work closely with clients to ensure Passle is built into their firms’ long‑term strategy
• Organize and run client meetings from agenda to next steps and deliverables
• Set up, manage, and maintain client accounts in the Passle platform, but also in our CRM (Insightly) and Client Success Software (Custify)
• Train clients virtually and in person to ensure they understand the value and are confident in using all aspects of the software and implementing it across the organization
• Gather and analyze data insights and present feedback to the clients in an engaging and inspiring way
• Prepare regular feedback for clients on their progress with Passle, making recommendations where improvements or features can be utilized to streamline inefficiencies or processes
• Work closely with internal teams across the wider Passle business (Commercial, Product, and Technical) to ensure clients have the tools they need to maximize their return on investment
• Collaborate with sales to discover new opportunities to expand/renew existing accounts
• Liaise with technical teams to manage clients’ technical questions
• Deliver exceptional service to clients
• Be a Brand Ambassador for Passle and help shape the business and tech
• Attend various networking events to engage with industry leaders, clients, and stakeholders

We are looking to hire someone who demonstrates excellent business acumen and who ideally comes with some prior experience working with clients and/or in SaaS businesses. The right person needs to demonstrate an interest in who we are and what we do. We are looking for someone who can demonstrate intellectual curiosity, who is…