Transformation & Turnaround

Client Success Specialist

105588

  • Chicago

As a Client Success Specialist on McKinsey's Wave team, you will work across the full client journey—from early client development conversations through onboarding, adoption, and long-term partnership—ensuring clients get the most value from Wave, McKinsey’s leading Gen-AI powered asset, at every stage. 

Your work will span client development, operations, and advisory responsibilities, partnering cross-functionally with colleagues who bring complementary expertise; together identifying and shaping new opportunities, demonstrating the value of Wave to senior decision-makers, and carrying those relationships through delivery and beyond. 

A central part of the role is articulating the value of Wave to clients. You will demonstrate how Wave (including its GenAI capabilities) helps clients realize measurable value across a range of use cases, from broad-ranging transformations to continuous improvement, operations, and sector-specific applications, translating that value into a clear business case for senior client leaders. 

Across the lifecycle, you will: 

  • Partner with client service teams and cross-functional colleagues to identify and pursue new opportunities, demonstrating Wave's impact to prospective and existing clients 

  • Optimize onboarding, training, communications, and adoption strategies, adapting as client needs evolve 

  • Build and sustain meaningful relationships with a portfolio of clients and internal teams, surfacing new use cases and growth opportunities along the way 

  • Lead engaging client activities—workshops, business reviews, product demonstrations, and strategic outreach—articulating Wave's capabilities in the context of what matters most to each client 

  • Act as a client advocate, surfacing client needs and helping resolve issues quickly within the team and across the broader firm 

  • Deliver thought leadership by staying ahead of client needs, industry trends, and the competitor landscape, and by feeding insight back into product, marketing, and operational improvements 

  • Drive contract renewals and expansion opportunities, serving as a trusted point of contact across the relationship 

This is high-performance work that is genuinely rewarding, and you'll have a team around you the whole way. You're the kind of person who enjoys a challenge, is eager to learn and grow, and works alongside others to find the best path forward.  

Wave is part of the McKinsey Transformation Practice. You'll be based in Chicago and work with colleagues across the Americas region, enabling large-scale transformation and change programs through Wave, 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, GenAI capability, and McKinsey business advisory lets clients track the progress and performance of initiatives against business goals, budget, and timeframes, powering transformation delivery and sustained change. 

You'll partner directly with C-suite executives and leadership teams to help shape strategy and build our holistic approach to client experience. You'll engage with a wide array of clients across industries, with access to McKinsey's world-class training programs and experts to develop deep transformation expertise, AI fluency, 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 all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.
  • A voice that matters: From day one, we value your ideas and contributions. You’ll make a tangible impact by offering innovative ideas and practical solutions, all while upholding our unwavering commitment to ethics and integrity. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
  • Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm’s diversity fuels creativity and helps us come up with the best solutions for our clients. Plus, you’ll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.
  • World-class benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.

Undergraduate degree with an excellent academic record; MBA/graduate degree a plus

·       5+ years of client development, account management, client relationship management, or pre-sales experience in a consultative product or services environment; prior consulting experience desirable but not required

·       Experience with SaaS, CRM, and/or digital products is required; experience in project, program, or change management is desirable

·       Genuine enthusiasm for AI and GenAI, with the ability—or a strong interest in developing the ability—to translate AI-enabled product capabilities into clear business value for senior stakeholders

·       Proven relationship management skills; able to manage key stakeholders, both internally and with clients

·       Strong entrepreneurial drive and sense of ownership, with a keen interest in proactively building McKinsey's Wave solution and pipeline

·       Clear oral and written communication skills to present complex value propositions to senior client executives

·       Commitment to delivering exceptional results

·       Willingness to travel 20–30% of the time, as needed