Operations Specialist, Client Success

About Pinsight

Pinsight is a talent management Software as a Service (SaaS) company specializing in simulation-based leadership and executive assessment and development. Our clients are typically large organizations, and our platform helps them hire, promote, and develop leaders for senior roles.

We are a mission-driven organization committed to bringing fairness to leadership selection, development, and succession. We believe leadership opportunities should be awarded based on merit – not on background, identity, or access.

Our Values

• Fairness: We treat people equally, without bias or discrimination.
• Evidence: We made decisions based on data and scientific evidence. 
• Potential: We believe that everyone has the potential to become a great leader. 

Our Culture

At Pinsight, we are a high-performing, collaborative team that values ownership, clarity, and results. We operate with a high degree of autonomy and trust, balanced by accountability and follow-through. As a growing organization, we look for people who are comfortable working in environments where contributions are visible, standards are high, and everyone plays a meaningful role in shaping how we work. Our culture is professional, thoughtful, and people-centered: well suited for individuals who enjoy influence, responsibility, and the opportunity to make a tangible impact.

Position Overview

Client Success is critical to Pinsight’s long-term growth and customer satisfaction. As our customer base grows in size and complexity, we are investing in modern, scalable operational foundations to ensure consistent, high-quality delivery.

The Client Success Operations Specialist plays a central role in evolving how Client Success work is designed, executed, and scaled. This role is responsible for defining standards, building systems, and creating operational clarity across onboarding, delivery, support, and contractor engagement—while continuously identifying opportunities to reduce manual work and improve effectiveness through automation and AI-enabled workflows.

This role goes beyond maintaining today’s processes. It is expected to proactively identify inefficiencies, evaluate emerging tools and AI capabilities, and help shape the future operating model for Client Success. The Client Success Operations Specialist enables Client Success Managers to focus on strategic client outcomes by ensuring the operational backbone is clear, reliable, and continuously improving. The role reports to the Vice President of Client Success.

This Role Helps Pinsight:

• Evolve Client Success operations as tools, automation, and AI capabilities advance
• Reduce operational friction and reliance on tribal knowledge
• Deliver a consistently high-quality client and participant experience
• Improve visibility, predictability, and scalability of Client Success delivery

Key Tasks and Responsibilities

Client Success Operations: Defining and Evolving How Work Gets Done

• Design, document, and maintain standardized Client Success workflows across the client lifecycle
• Simplify or automate workflows using modern tools and AI-enabled capabilities
• Define consistent onboarding, delivery, handoff, and escalation models used by the team
• Create and maintain Client Success playbooks, process maps, and execution standards
• Evaluate how work is currently performed and redesign processes to improve clarity and scalability

Tools, Systems & Operational Infrastructure: Translating Standards to Scalable Systems

• Configure and maintain Client Success workflows within CRM and project management platforms
• Translate standards into system workflows, templates, automation, and tracking structures
• Define how client activity, milestones, and progress are captured across systems
• Maintain data standards, dashboards, and reporting structures to provide reliable operational visibility
• Identify gaps between process intent and team behavior, and reduce manual effort through AI automation

Documentation, Enablement, and Education: Creating Clarity at Scale

• Create SOPs, templates, checklists, timelines, and knowledge resources to operationalize standards
• Leverage AI-assisted tools to accelerate documentation creation, maintenance, and management
• Centralize and standardize internal and client-facing enablement materials
• Own Client Success documentation and ensure it remains current, clear, and usable
• Define standards for onboarding, training, product education, and release communications

Contractor Operations and Enablement: Supporting Consistent, High-Quality Delivery

• Define and maintain standardized onboarding and engagement processes for contractors
• Establish documentation, tooling, and process standards required for contractor delivery
• Ensure contractors have access to approved systems, materials, and guidance
• Maintain operational standards for scheduling, tracking, quality assurance, and compliance
• Define quality assurance processes to ensure contractor work aligns with Client Success standards
• Support contractor workflows related to invoice submission

Participant Support Operations: Standardizing Support for a Reliable Experience

• Define and maintain standardized participant and client support workflows
• Establish clear intake, routing, and escalation processes for support inquiries
• Maintain support documentation and knowledge resources used by internal teams and participants
• Monitor trends and identify opportunities to improve workflows, documentation, or automation

Additional Details

Ideal Candidate Profile

You are an operations-minded professional who brings clarity, structure, and consistency to how teams work, while remaining curious about how work could be done better. You enjoy designing systems and enabling others to execute effectively within clear frameworks. You are comfortable working in ambiguity, evaluating new tools, and thoughtfully applying automation and AI to reduce manual effort and improve operational outcomes.

• 3–6 years of experience in Client Success Operations, Implementation, or related operational role
• Comfortable working with CRMs, project management tools, and documentation systems
• Think in terms of processes, standards, and scalability, not ad hoc solutions
• Highly organized, detail-oriented, and proactive in identifying opportunities for improvement
• Communicate clearly and professionally in both written and verbal contexts
• Enjoy supporting teams by building systems that make work more consistent and predictable

Qualifications

• Experience using AI-enabled tools to support documentation or operational workflows
• Experience supporting customer-facing teams in a SaaS or professional services environment
• Strong organizational and time-management skills, with the ability to manage multiple workstreams
• Experience creating and maintaining process documentation, SOPs, templates, or training materials
• Experience with Monday.com, and chat-based or front-line support environments is a plus

Success and Impact in This Role Looks Like

• Manual operational effort is reduced through thoughtful use of automation and AI-enabled tools
• Client Success operations are clearly defined, documented, and consistently executed
• The Client Success team works with greater confidence, consistency, and predictability
• Documentation and enablement resources remain current and scalable as the team grows
• Contractor and participant support operate against clear, reliable standards

Compensation and Benefits

The candidate must be based in Colorado and able to meet for monthly team on-sites in Denver, CO. The salary range for this role is $80,000 – $90,000 and is commensurate with the candidate's experience and educational background.

· Medical and dental coverage

· Disability benefits

· Home office stipend

· Unlimited vacation policy

· Hybrid work environment with monthly in-person team on-sites in Denver

Next step:

Interested candidates should complete the following survey, before March 17, 2026, and be ready to upload their resume when prompted: https://survey.zohopublic.com/zs/tVjDE0

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• Health insurance
• Internet reimbursement
• Paid time off
• Work from home

Work Location: Hybrid remote in Denver, CO 80205