Principal Client Success Executive, Lyric HCM

Principal Client Success Executive, ADP Lyric HCM

ADP is hiring a Principal Client Success Executive to drive satisfaction and client outcomes by managing a book of large, complex global client accounts and leading clients on an HCM journey leveraging Lyric technology.

• The CSE is a trusted advisor who builds and strengthens client partnerships by creating and operationalizing a Client Success plan in conjunction with the client’s decision makers, influencers, and executives.
• The CSE executes on this plan, marshaling the power of the organization to deliver on the client’s Success Milestone and desired outcomes, establishing the client relationship and building loyalty.
• Consults with the client to define appropriate desired outcomes based on the client’s suite of products and stage in the adoption journey, ensuring optimal use and solution adoption.
• Advocates for our mutual best interests, driving engagement through data insights and other unique ADP assets.
• Possesses strong presentation skills, executive presence, business acumen, and deep knowledge of the client, articulating and managing to clients’ desired outcomes.
• Drives total client satisfaction by delivering a seamless and unified experience in partnership with internal associates.
• Effectively manages across national and global business units within ADP to understand hidden elements impacting the client.
• Positions ADP Executive Sponsor and executes the Client Playbook, including Success Plan and Executive Business Reviews.
• Operates as the client’s ADP advocate focused on total client satisfaction, monitoring and managing Client Health.
• Leverages industry knowledge to proactively identify risks and opportunities, helping clients think through market implications.
• Identifies critical decision-makers within HR, IT, Operations, and Finance disciplines.
• Maintains and updates Success Plan, driving internal and client accountability to Success Milestones.
• Shares HCM industry updates and relevant information to support client business.
• Manages client relationships to foster engagement and participation in key events such as MOTM, Rethink, CAB, Online Forums, Ambassador Program, etc.
• Handles difficult situations with integrity, transparency, and de-escalation of issues.
• Understands all components of client contracts—including pricing, SLAs, service history—to manage renewal and retention.
• Reports on key business activities and ROI in the Success Plan and Executive Business Reviews, providing actionable insights.
• Coordinates renewal process internally, partnering with Sales on revenue expansion opportunities.
• Presents a cohesive business renewal plan to ADP leadership.
• Coordinates cross-functional teams (Sales, operations, service, product management) to drive issues to closure and improve end-to-end experience.

• At least 8 years of managing and consulting with large, matrixed, global clients focused on strategic enterprise account management.
• At least 8 years of General Management, Sales, or Management Consulting Experience in Client Success Management.
• Demonstrated skills in analytics and research, client relations, executive presentations, and cross-functional project management.
• Experience with ADP Products, HCM Solutions, and Standby Technology.
• Experience with Client Lifecycle Management from development to implementation and ongoing account management.
• Travel required.

• Large, complex client contract negotiations.
• Growth and Revenue experience.

• Be yourself in a culture that values equity, inclusion, and belonging.
• Belong by joining Business Resource Groups.
• Grow your career in an agile, fast‑paced environment.
• Continuously learn with ongoing training and mentorship.
• Best‑in‑class benefits start on Day 1.
• Health and wellness programs.
• Paid volunteer time off.
• Company‑paid time off for volunteering.

Base salary offers vary based on location, skills, and experience. Some positions may include bonus, equity, or commissions. Compensation ranges from USD $74,100.00 to USD $ per year. Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal,…