Senior Director, Client Success & Escalations

ADP; Louisville (KY); Hybrid; USD 132,000 - 246,000; Full time

Benefits offered by this job

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

Job summary

ADP is seeking a Senior Director of Client Success (Retirement Services) within the Small Business Services organization. The role leads a team across locations, serving as a senior escalation point and strategic advisor for complex client issues while partnering with Sales, Product, and Operations to drive outcomes.

The position emphasizes client retention, service delivery excellence, and a culture of inclusion.

Qualifications

• 12+ years of progressive experience in client service or customer success
• 5+ years of progressive managerial experience (Leader of Leaders)
• Strong ability to hire, assess and develop talent
• Executive presence to interact with senior executives
• Willingness to travel quarterly (~20%)

Responsibilities

• Define and execute a client success strategy that drives satisfaction, retention and long-term value
• Anticipate business challenges and identify opportunities to enhance client experience and efficiency
• Use client insights to shape priorities and inform enterprise initiatives
• Lead proactive client engagement, service recovery, and retention strategies
• Partner with Sales, Product, Account Management and Operations to align on client needs
• Lead multi-functional client success teams for complex issue resolution and client loyalty
• Establish and monitor KPIs and performance metrics

Skills

Client advocacy

Strategic thinking

Data-driven decisions

Cross-functional influence

Leadership in high-volume env

Team development

Job description

ADP is seeking a Senior Director of Client Success (Retirement Services) within the Small Business Services organization. The role leads a team across locations, serving as a senior escalation point and strategic advisor for complex client issues while partnering with Sales, Product, and Operations to drive outcomes.

The position emphasizes client retention, service delivery excellence, and a culture of inclusion.