Director, Client Success

Job Title: Director Client Success BenAdmin
Department: Client Success
Reports To: Vice President Client Success
Location: Plano TX Columbia SC Indianapolis IN New Orleans LA Remote

The Director level at Selerix is a functional leadership role. Directors lead a function or multiple teams are accountable for operational outcomes and cross-functional delivery and are responsible for developing the team that reports to them. The critical shift at this level is from doing the work yourself to building the systems coaching and standards that let others deliver it at scale and from functional advocacy to enterprise thinking. Directors are expected to lead with data: using metrics to identify root causes make resourcing decisions and communicate the state of their function with clarity at the executive level.

The Director Client Success BenAdmin leads one of three BenAdmin Client Success teams owning retention lifecycle delivery quality and client satisfaction across Selerixs core benefits administration portfolio. This role builds and develops a team of Client Success Managers contributes to the operating systems and playbooks that make delivery scalable and ensures the BenAdmin CSM team functions as the relationship quarterback for the full client experience coordinating with ACA System Configuration Data Services Shared Services and the Benefits Support Center. This role also plays a central part in embedding Diversified Services offerings Engage adoption FSA/HSA and COBRA awareness into the BenAdmin client touch point framework as a growth channel for those product lines.

Developing your CSMs. Youre coaching Client Success Managers on client engagement escalation management renewal and retention execution and ownership of portfolio outcomes. Your 1:1s cover portfolio health individual performance and development not just status. You see whos managing their book well and whos in reactive mode and you intervene before the client does.

Owning your teams performance. Youre tracking retention lifecycle milestone delivery escalation patterns and health scores and when something is off youre identifying root cause and driving a fix. Youre in regular cross-functional conversations with System Configuration Data Services ACA and Sales and you own the escalation path when delivery issues affect the client experience across your portfolio.

Operating as a leadership team member. The First Team principle applies at this level. Youre not just an advocate for your team youre contributing to how the broader organization runs. Youre building peer relationships with other BenAdmin CS leaders and cross-functional partners and bringing patterns and risks forward proactively rather than after they become crises.

• Coach direct reports on client engagement escalation management renewal and retention execution and accountability for portfolio outcomes
• Build succession depth across the CSM team so the function isnt dependent on any single person
• Own the hiring standard for the team and ensure every new hire has a structured 30/60/90-day onboarding plan
• Hold CSMs accountable for client engagement quality book-of-business health and revenue retention
• Own the teams operating cadence including 1:1s team meetings and cross-functional check-ins
• Deliver on the BenAdmin client experience standard across the full lifecycle from implementation through renewal and expansion
• Ensure your CSMs function as the unified relationship owner for clients using multiple Selerix services
• Ensure COBRA FSA/HSA and Engage are systematically introduced across the client touchpoint framework
• Own your teams contribution to gross and net revenue retention tracking and reporting monthly
• Contribute to the renewal management standard including 120-day advance renewal preparation and forecasting
• Identify expansion signals across your portfolio and partner with Sales on commercial follow-up
• Contribute to client health scoring standards moving the function toward a systematic early warning model
• Coordinate with Shared Services on task routing to preserve CSM capacity for relationship work
• Build peer relationships across the BenAdmin CS team and with cross-functional leaders to keep norms and playbooks consistent

Retention performance within your teams portfolio is visible legible and improving. Your CSMs have clear goals regular development conversations and are being actively coached not just managed. Selerixs additional services offerings are systematically embedded in the client touchpoint framework across your book not left to individual initiative. Your cross-functional relationships are collaborative and accountable and executive leadership is never surprised.

• 5 years in progressively senior leadership roles including at least 2 years directly leading a team of client-facing individual contributors managing a combined book of business up to $20M
• Demonstrated track record of building a high-performing CS team not just inheriting or maintaining one
• Deep experience in benefits administration HR technology or SaaS client success sufficient to set the quality standard and recognize gaps
• Experience managing cross-functional complexity across System Configuration Data Services ACA Shared Services and Benefits Support Center
• Data fluency with comfort using metrics to diagnose problems make decisions and communicate with executive leadership
• Cross-functional credibility with the ability to build peer relationships and drive outcomes across multiple teams
• Executive communication skills with the ability to distill complex functional realities clearly for VP and C-suite audiences

• Familiarity with ACA compliance
• Experience with HubSpot and TrakStar
• Experience building or evolving a client health scoring model

Bachelors degree or equivalent experience

Must be eligible for US employment

• • Medical Dental and Vision insurance
  • 4 weeks paid time off (PTO)
  • 9 paid holidays
  • Tuition Reimbursement
  • 401K (with match)
  • Basic Life
  • Long-Term Disability