Senior Director, Client Success: Retirement Services Leader

apply; Louisville (KY); Hybrid; USD 180,000 - 210,000; Full time

Benefits offered by this job

Volunteer time off

Employee resource groups

Mentorship opportunities

Flexible work arrangement

Job summary

ADP is hiring a Senior Director – Client Success (Retirement Services) to lead a multi-location team delivering advanced escalation management and trusted advisory support for clients and partners. The role requires building scalable processes, driving retention, and partnering across Sales, Product, and Operations to optimize service delivery.

You will oversee a team of 5 leaders and indirect reports, driving proactive client engagement, cross-functional collaboration, and a high-performance,

Qualifications

• 12+ years in client service, customer success, or support operations with progressive leadership experience
• Experience leading Tier 2 support, escalation teams, or similar high-impact functions
• Executive presence and ability to build relationships from staff to senior leadership

Responsibilities

• Define and execute a client success strategy to drive satisfaction, retention, and long-term value
• Lead proactive client engagement, service recovery, and retention strategies to reduce escalations
• Partner with Sales, Product, Account Management, and Operations to align on client needs and priorities
• Lead, develop, and coach leaders across client success teams and ensure clear performance expectations
• Oversee multi-functional client success teams for complex issue resolution, loyalty, and partner support
• Ensure adherence to SLAs, measure KPIs like resolution time and retention, and manage resource planning

Skills

Leadership

Client success

Strategic thinking

Data-driven decision-making

Communication

Talent development

Cross-functional collaboration

Escalation management

Job description

ADP is hiring a Senior Director – Client Success (Retirement Services) to lead a multi-location team delivering advanced escalation management and trusted advisory support for clients and partners. The role requires building scalable processes, driving retention, and partnering across Sales, Product, and Operations to optimize service delivery.

You will oversee a team of 5 leaders and indirect reports, driving proactive client engagement, cross-functional collaboration, and a high-performance,