Senior Director, Client Success — Hybrid Leader

ADP, Inc.; Florham Park (NJ); Hybrid; USD 132,000 - 246,000; Full time

Job summary

ADP, Inc. in Florham Park, NJ, seeks a Senior Director of Client Success (Retirement Services) within our Small Business Services organization.

You will lead a team delivering advanced escalation management and Tier 2 support to clients, associates, and internal partners for a seamless service experience. You will report to the VP/GM, Retirement Services, overseeing five leaders across locations and driving client retention, cross-functional collaboration, and enterprise outcomes through

Qualifications

• 12+ years in client service, customer success, or support operations with at least 5+ years of managerial experience
• Strong ability to hire, assess and develop talent
• Executive presence and ability to build relationships from front-line to senior executives
• Ability to travel quarterly to other ADP offices (~20%)

Responsibilities

• Define and execute a client success strategy to drive satisfaction, retention and long-term value
• Anticipate challenges, improve service delivery and operational efficiency
• Use client insights and performance data to shape priorities and strategic decisions
• Lead proactive client engagement, service recovery and retention strategies
• Partner across Sales, Product, Account Management and Operations to align on client needs
• Serve as senior escalation point for complex, high-impact client issues
• Lead and develop leaders across client success; establish performance expectations
• Manage multi-functional client success teams and ensure effective case management
• Monitor KPIs, drive staffing plans, budgeting and workforce alignment
• Maintain adherence to policies and quality standards; provide leadership support

Job description

ADP, Inc. in Florham Park, NJ, seeks a Senior Director of Client Success (Retirement Services) within our Small Business Services organization.

You will lead a team delivering advanced escalation management and Tier 2 support to clients, associates, and internal partners for a seamless service experience. You will report to the VP/GM, Retirement Services, overseeing five leaders across locations and driving client retention, cross-functional collaboration, and enterprise outcomes through