Senior Director, Client Success & Retention

ADP; El Paso (TX); Hybrid; USD 132,000 - 246,000; Full time

Job summary

ADP is seeking a Senior Director – Client Success (Retirement Services) to lead a hybrid, multi-location team and own escalation management for clients and internal partners. You will partner with Payroll, Sales, and other business units to deliver proactive solutions, drive client retention, and elevate associate experience.

Reporting to the VP/GM, Retirement Services, you will guide 5 leaders and deliver measurable outcomes.

Qualifications

• Senior leadership experience in client success or service operations.
• Proven ability to manage escalations and drive retention outcomes.
• Ability to influence cross-functional teams and senior stakeholders.

Responsibilities

• Define and execute a client success strategy to drive satisfaction and retention.
• Lead escalation management and end-to-end issue resolution across client base.
• Partner with Sales, Payroll, Product and Operations to align on client needs and priorities.
• Build leadership capability and succession planning across client success teams.
• Oversee staffing, budgeting, and workforce alignment to support performance.

Skills

Client success leadership

Escalation management

Cross-functional collaboration

Data-driven decisions

Strategic thinking

Executive presence

Talent development

Education

Bachelor's degree preferred

Job description

ADP is seeking a Senior Director – Client Success (Retirement Services) to lead a hybrid, multi-location team and own escalation management for clients and internal partners. You will partner with Payroll, Sales, and other business units to deliver proactive solutions, drive client retention, and elevate associate experience.

Reporting to the VP/GM, Retirement Services, you will guide 5 leaders and deliver measurable outcomes.