Senior Director, Client Success & Retention (Hybrid)

adpinternalcareers; Louisville (KY); Hybrid; USD 150,000 - 200,000; Full time

Job summary

ADP is hiring a Senior Director, Client Success (Retirement Services) within the Small Business Services organization. You will lead a team of 5 leaders and manage escalations, partnering with Payroll, Sales, and other units to resolve complex issues and drive client satisfaction.

In this hybrid role based in Louisville, KY (with travel ~20%), you will define client success strategy, focus on retention, and develop talent while delivering measurable outcomes across client base and internal

Qualifications

• 12+ years in client service, customer success, or support operations.
• 5+ years of progressive managerial experience (Leader of Leaders).
• Executive presence with ability to influence at senior levels.
• Proven experience in client retention, escalation management, and service recovery.
• Experience leading high-volume, complex support environments.

Responsibilities

• Define and execute a client success strategy that drives satisfaction, retention, and long-term value.
• Anticipate challenges and identify opportunities to enhance the client experience and service delivery.
• Use client insights and performance data to shape priorities and enterprise initiatives.
• Lead multi-functional client success teams for complex issue resolution and retention goals.
• Partner across Sales, Product, Account Management, Operations to align on client needs.

Skills

Client advocacy

Strategic thinking

Data-driven decisions

Cross-functional influence

Leadership

Team development

Communication skills

Travel readiness

Job description

ADP is hiring a Senior Director, Client Success (Retirement Services) within the Small Business Services organization. You will lead a team of 5 leaders and manage escalations, partnering with Payroll, Sales, and other units to resolve complex issues and drive client satisfaction.

In this hybrid role based in Louisville, KY (with travel ~20%), you will define client success strategy, focus on retention, and develop talent while delivering measurable outcomes across client base and internal