Director, Client Success

Director, Client Success BenAdmin

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 Selerix's 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. You're 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 who's managing their book well and who's in reactive mode, and you intervene before the client does.

Owning your team's performance. You're tracking retention, lifecycle milestone delivery, escalation patterns, and health scores, and when something is off, you're identifying root cause and driving a fix. You're 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. You're not just an advocate for your team, you're contributing to how the broader organization runs. You're 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.

Key Responsibilities

• 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 isn't 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 team's 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 team's 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 team's portfolio is visible, legible, and improving. Your CSMs have clear goals, regular development conversations, and are being actively coached, not just managed. Selerix's 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.

Qualifications

• 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

Nice to Have

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

Education

Bachelor's degree or equivalent experience

Must be eligible for US employment

Benefits

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