Sr. Director, Client Success - Retirement Services

We are hiring a Senior Director – Client Success (Retirement Services) within our Small Business Services organization. In this hybrid role (3 days in‑office, 2 days remote) you will lead a team of five leaders and several indirect reports across multiple locations, supporting Tier 2 support and escalation management for clients, associates, and internal partners. The position reports to the VP/GM, Retirement Services and is measured by client retention, productivity, and associate advancement.

Responsibilities

• Define and execute a client‑success strategy that drives satisfaction, retention, and long‑term value.
• Anticipate business challenges and identify opportunities to enhance the client experience, improve service delivery, and increase operational efficiency.
• Use client insights, feedback, and performance data to shape priorities, inform enterprise initiatives, and influence strategic decisions.
• Make high‑impact decisions that strengthen service delivery, retention outcomes, and operational direction.
• Lead proactive client engagement, service recovery, and retention strategies that reduce escalations and deepen relationships.
• Identify root causes of client dissatisfaction and drive improvements across processes, tools, and service‑delivery models.
• Lead high‑visibility initiatives that improve scalability, efficiency, and overall client outcomes.
• Partner across Sales, Product, Account Management, Operations, and other units to align on client needs and business priorities.
• Serve as a senior escalation point and strategic advisor for complex, high‑impact client issues.
• Bring cross‑functional teams together to resolve issues, improve the client experience, and advance enterprise priorities.
• Lead, inspire, and develop leaders across client‑success functions.
• Establish clear performance expectations and provide ongoing coaching, feedback, and development.
• Build bench strength through thoughtful succession planning and talent development.
• Maintain staffing strategies that support business needs and team effectiveness.
• Lead multi‑functional client‑success teams responsible for complex issue resolution, client loyalty, retention, and internal partner support.
• Ensure effective case management, prioritization, and resolution aligned to service‑level expectations, quality standards, and client needs.
• Establish and monitor key performance indicators such as resolution time, retention, client satisfaction, and escalation trends.
• Manage resource planning, budgeting, and workforce alignment to support performance and growth.
• Ensure adherence to policies, procedures, and quality standards.
• Provide leadership support and coverage across teams as needed.
• Handle sensitive or high‑impact client situations with thoughtful, high‑touch care.
• Build trust and credibility with clients and internal stakeholders through sound judgment, consistency, and client‑centered decision‑making.
• Foster a culture of accountability, inclusion, and shared commitment across client‑success teams.

Requirements

• Hybrid work model (3 days in the office, 2 days remote) in Louisville, KY; El Paso, TX; or Florham Park, NJ.
• 12+ years of progressive experience in client service, customer success, or support operations.
• At least 5 years of successful, progressive managerial experience (leader of leaders).
• Proven ability to hire, assess, and develop talent.
• Strong leadership qualities with a collaborative, inclusive team‑based approach.
• Demonstrated experience in client retention, escalation management, and service recovery.
• Experience leading high‑volume, complex support environments.
• Executive presence and ability to build relationships from front‑line associates to senior executives and clients.
• Excellent time‑management, communication, decision‑making, presentation, and organizational skills.
• Acts as the executive escalation point for internal and external issues.
• Skilled in setting aggressive, measurable goals and being held accountable for results.
• Outstanding written and oral communication abilities.
• Ability to manage clients and associates virtually in an effective way.
• Willingness to travel quarterly to other ADP offices (≈ 20% travel).
• College degree preferred but not required; military experience considered equivalent.

Competencies and Skills

• Client advocacy and relationship management.
• Strategic thinking with a strong focus on execution and results.
• Data‑driven decision‑making and analytical problem solving.
• Strong communication and cross‑functional influence.
• Ability to lead in a fast‑paced, high‑volume environment.
• Proven ability to build, develop, and retain high‑performing teams.

Preferred Qualifications

• Experience leading Tier 2 support, retention and loyalty, or escalation teams.
• Strong understanding of service‑operations metrics, contact‑center environments, and enabling technologies.
• Demonstrated success leading large‑scale, cross‑functional initiatives.
• Proven ability to influence without direct authority in a matrixed organization.
• Experience designing and implementing proactive client‑success strategies and engagement models.

Benefits

• Medical, Dental, Vision, Life Insurance
• Matched Retirement Savings
• Wellness Program
• Short‑ and Long‑Term Disability
• Charitable Contribution Match
• Holidays, Personal Days & Vacation
• Paid Volunteer Time Off
• Additional benefits and resources to support mental health, work‑life balance, and overall well‑being

Pay

Base salary range: USD $131,700 – $245,500 per year. Compensation may include bonus, equity, or commissions and will not be less than applicable minimum wage or exempt salary requirements.