Pathfindr - AI Client Success Lead

You will own the enterprise engagement end to end — from kick-off to close — ensuring clients receive what was sold and that adoption lands inside their organisation. They hold the Statement of Work, coordinate with Content and facilitators to deliver an outstanding client experience and serve as the primary client contact throughout. This is a mid-to-senior, hands-on role combining program ownership, client partnership, and AI change management. It reports to the Director of Accelerator across enterprise accounts.

• SOW delivery and scope ownership: Deliver every commitment on time, in scope, and to Pathfindr's quality bar. Track and execute the SOW from kick-off to close, holding Pathfindr accountable to what was committed
   
• Client relationship and partnership: Be the client's primary point of contact across the engagement. Own the relationship from kick-off through to wrap.  Map and actively manage stakeholders, including sponsors, program leads, and ambassadors
   
• Customer journey and adoption: Own the customer journey across the engagement and the success of adoption inside the client organisation. Sessions and deliverables are inputs; behavioural change and embedded use are the outcome.
   
• Working with Content and Academy: Work closely with the Content team and facilitators to deliver an outstanding customer experience. The Delivery Lead does not own content build or facilitation but makes sure the people who do have what they need, when they need it.
   
• Engagement outcomes and reporting: Make outcomes visible, internally and to the client, throughout the engagement and at wrap.  Track adoption and usage metrics against program goals, visible to the client and internally throughout. Signal back to Sales on renewal opportunities, expansion potential, and client health, early enough for Sales to act

• Has taken ownership of at least one live enterprise engagement and is running it end to end
• SOWs for assigned accounts are tracked, reported against, and on plan
• Clients on assigned accounts know who their Delivery Lead is and have a clear communication rhythm in place

• Multiple enterprise accounts running concurrently, all on time and on scope
• Adoption is moving measurably forward on assigned accounts, against agreed program goals
• Wrap deliverables and reporting cadences are landing consistently and being valued by clients

• Track record of owning enterprise accounts end to end, with multiple stakeholders and concurrent workstreams - ideally in consulting, professional services, learning and development, or enterprise program delivery
• Exposure to executive stakeholder management in ASX 200 or equivalent enterprise environments
• Proven experience in applying change management practice in a delivery context; equivalent experience in digital transformation, technology adoption, or large-scale capability uplift  
• Solid written and verbal communication, including with executive audiences
• Highly organised - can hold a complex SOW in their head and translate it into action for multiple internal teams
• Confident facilitating client conversations, including hard ones such as scope creep, missed inputs, and escalations and having comfort with ambiguity and to build structure around it
• Practical and outcomes-focused, able to move between strategic framing and operational delivery

• Working knowledge of AI tools (ChatGPT, Copilot, Claude) and their application in business contexts
• Formal change management certification (Prosci, ACMP, or equivalent)

• Final package is negotiable based on skills and experience

• We value in office connections with flexible working arrangements