Senior Director, Enterprise Relationship Management & Revenue Expansion

About the Role

The Senior Director of Enterprise Relationship Management & Revenue Expansion holds a combined retention-and-growth mandate: dedicated relationship ownership for our largest and most valuable clients, and overall leadership of the Revenue Expansion function across all client tiers. This role exists to address the historical service model for top clients, which was built for a different client profile, and the lack of dedicated ownership for Revenue Expansion. This hybrid sales-and-relationship leadership role spans two functions previously split between retention and growth. The Senior Director must balance consultative sales discipline—renewal negotiation, expansion pipeline, quota ownership—with deep relationship management, as retention at the top of the client base is built on trust over the life of the account, not just at renewal. Candidates strong in only one dimension are not a fit.

Responsibilities

• Team Leadership
  • Retain >90% of the top client base with an NPS score of >50 for this segment.
  • Drive revenue expansion >5% annually.
  • Develop and roll out a best-in-class Relationship Management model integrated into the overall service model, establishing clear client ownership for high-value customers and prioritizing their experience to facilitate retention and revenue expansion.
  • Lead, coach, and develop the Enterprise Relationship Management and Revenue Expansion teams as a single organization, setting account coverage assignments and enforcing a proactive, named-account model (not reactive or ticket-driven).
  • Apply project management principles with robust, AI-enabled reporting to monitor this critical customer segment.
  • Own CoAd’s Executive Sponsor program, actively engaging, evolving, and reporting progress to the Executive Leadership Team (ELT).
  • Oversee hiring and build-out sequencing for Revenue Expansion (Mid-Market Specialist first, then Standard-tier coordination, followed by top-of-book seats) and Enterprise Relationship Managers as the top client segment is confirmed and staffed.
  • Personally manage a direct book of the company’s most strategic accounts, modeling the standard expected of both teams.
• Retention & Renewal
  • Own the renewal strategy and forecast for every top-tier client; personally engage on accounts showing risk signals well before renewal.
  • Build and maintain executive-level relationships at each top-tier client, serving as a credible senior counterpart to the client’s decision-makers.
  • Partner with Reporting & Customer Insights on account health data and early-warning indicators specific to this segment.
• Revenue Expansion & Growth
  • Own the Revenue Expansion function end-to-end—upsell, cross-sell, and growth motion across all client tiers, not just the top-revenue segment.
  • Set and carry a revenue expansion target for the function; report expansion pipeline and attainment directly to the Head of Service.
  • Sequence expansion motion deliberately by tier, prioritizing clear, near-term opportunities first and avoiding over-staffing before volume justifies it, particularly at the top-revenue tier.
  • Balance expansion efforts against retention relationships to ensure growth initiatives never erode the trust that retains top-tier accounts.
• Cross-Functional Coordination
  • Serve as the escalation point for enterprise accounts into Center of Excellence, HR Advisory, and Operations, ensuring senior-level issue resolution for enterprise clients.
  • Represent the enterprise client voice in Service pillar planning and cross-pillar discussions on service model, pricing, and SLA posture.

Requirements

• 8+ years of progressive experience across both enterprise account/relationship management and quota-carrying sales roles—this combination is required. Candidates from a pure sales background without account-retention experience, or a pure service background without sales/negotiation experience, are not a fit.
• Comfort with jumping into customer situations at any time, whether in-person, virtual, or via phone, to take command.
• Demonstrated track record retaining and growing large, complex B2B accounts (PEO, HR services, benefits, payroll, or adjacent professional services strongly preferred).
• Direct experience owning a revenue or expansion quota and being held accountable to attainment—this role carries a real number, not just a relationship mandate.
• Experience owning a renewal or retention number simultaneously with a growth target, and managing the tension between the two without letting one erode the other.
• People leadership experience across two functions or teams at once, including hiring, coaching, and performance management.
• Ability to operate at the executive level with client decision-makers, including leading difficult renewal, upsell, and escalation conversations.

Preferred Qualifications

• Experience specifically in a PEO or co-employment model, given the technical complexity enterprise clients expect their relationship lead to understand.
• Experience building or scaling a named-account coverage model from a pooled or generalist service structure.
• Familiarity with client segmentation frameworks and tiered service models.

About CoAd

CoAd helps businesses navigate the complexities of workforce management through a combination of technology, expertise, and human support. Serving more than 17,000 clients nationwide, CoAd delivers payroll, HR, benefits administration, compliance support, workforce technology, and PEO services that help organizations simplify operations, support their employees, and drive growth. Built on the belief that workforce solutions should be integrated, intuitive, and people-centered, CoAd empowers employers to manage their workforce with greater confidence while adapting to the evolving needs of today’s workplace.