Sr. Director, Client Success - Retirement Services

We are hiring a Senior Director -- Client Success (Retirement Services) within our Small Business Services organization.

In this position as the Senior Director
Client Success
, you will support the teams that provide advanced Tier 2 support and escalation management for clients, associates, and internal business partners. This function serves as a centralized point of contact for complex issues that require specialized expertise, ensuring timely resolution and a seamless service experience. The team is responsible for managing escalated client and associate concerns, supporting client retention and loyalty initiatives, and partnering with functions such as Payroll, Sales, and other business units to resolve issues, provide guidance, and drive positive outcomes.

Through proactive problem-solving, cross-functional collaboration, and end-to-end ownership of escalations, the team helps enhance client satisfaction, associate experience, and overall business performance.

The success of this position is measured by the quality, client retention, productivity and associate advancement and retention results for the assigned client base and direct reporting teams.

As the Senior Director
, you will report directly to the VP/GM, Retirement Services. You will manage a team of 5 leaders along with several indirect reports across multiple locations.

Responsibilities

• Define and execute a client success strategy that drives client satisfaction, retention, and long-term value
• Anticipate business challenges and identify opportunities to enhance the client experience, improve service delivery, and increase operational efficiency
• Use client insights, feedback, and performance data to shape priorities, inform enterprise initiatives, and influence strategic decisions
• Make high-impact decisions that strengthen service delivery, retention outcomes, and operational direction

• Lead proactive client engagement, service recovery, and retention strategies that reduce escalations and deepen client relationships
• Identify root causes of client dissatisfaction and drive improvements across processes, tools, and service delivery models
• Lead high-visibility initiatives that improve scalability, efficiency, and overall client outcomes

• Partner across Sales, Product, Account Management, Operations, and other business units to align on client needs and business priorities
• Serve as a senior escalation point and strategic advisor for complex, high-impact client issues
• Bring cross-functional teams together to resolve issues, improve the client experience, and advance enterprise priorities

• Lead, inspire, and develop leaders across client success functions
• Establish clear performance expectations and provide ongoing coaching, feedback, and development
• Build bench strength through thoughtful succession planning and talent development
• Maintain staffing strategies that support business needs and team effectiveness

• Lead multi-functional client success teams responsible for complex issue resolution, client loyalty and retention, and internal partner support
• Ensure effective case management, prioritization, and resolution aligned to service level expectations, quality standards, and client needs
• Establish and monitor key performance indicators, including resolution time, retention, client satisfaction, and escalation trends
• Manage resource planning, budgeting, and workforce alignment to support performance and growth
• Ensure adherence to policies, procedures, and quality standards
• Provide leadership support and coverage across teams as needed

• Ensure thoughtful, high-touch handling of sensitive or high-impact client situations
• Build trust and credibility…