Overview As Senior Director, you will lead client success for Retirement Services, guiding escalations and Tier 2 support to ensure seamless service. You'll drive client satisfaction, retention, and long-term value by partnering with Sales, Product, Operations, and other units. This role focuses on proactive problem solving, process improvements, and cross-functional collaboration to improve client outcomes and associate experience. You will manage a multi-location team and act as the executive escalation point, shaping enterprise priorities and service delivery. This is a strategic, high-impact leadership role with a clear mission to elevate client loyalty and business performance.
Compensation / Benefits- equity, inclusion, and belonging
- career growth and progression
- ongoing training and mentorship
- best-in-class benefits from Day 1
- flexible work arrangements
- volunteer time off
Responsibilities- Define and execute a client success strategy to drive satisfaction, retention, and long-term value
- Proactively identify challenges and opportunities to enhance client experience and operational efficiency
- Leverage client insights and performance data to shape priorities and influence strategic decisions
- Lead proactive client engagement, service recovery, and retention strategies to reduce escalations
- Oversee cross-functional collaboration with Sales, Product, Account Management, and Operations
- Serve as a senior escalation point for complex client issues
- Develop leaders across client success functions and provide coaching and development
- Manage multi-functional client success teams for complex issue resolution and retention
- Monitor KPIs like resolution time, retention, client satisfaction, and escalation trends
- Oversee resource planning, budgeting, and workforce alignment
- Ensure adherence to policies, quality standards, and SLA commitments
- Provide leadership coverage as needed
- Build trust and credibility with clients and internal stakeholders
- Foster accountability, inclusion, and shared commitment across teams
Key requirements- 12+ years in client service, customer success, or support operations
- 5+ years of progressive managerial experience (leader of leaders)
- Strong ability to hire, assess, and develop talent
- Executive presence with ability to build relationships up to senior leadership
- Proven experience in client retention, escalation management, and service recovery
- Experience leading high-volume, complex support environments
- Excellent time management, communications, decision making, presentation, and organization skills
- Acts as executive escalation point for internal and external issues
- Ability to travel 20% quarterly
- College degree is not required
- Experience in military or other experiences with teamwork and adaptability is a plus
- leadership
- collaboration
- communication
- data-driven decision-making
- analytical problem solving
- service operations metrics
