Director, Client Success

Director, Client Success BenAdmin

The Director, Client Success BenAdmin leads the BenAdmin Client Success function, owning retention, lifecycle delivery quality, and client satisfaction across Selerix's core BenAdmin portfolio. This role is accountable for building and developing the management layer of the BenAdmin CS team, establishing the operating systems and playbooks that make delivery scalable, and ensuring that the BenAdmin CSM team functions as the effective relationship quarterback for the full client experience, including coordination with ACA, System Configuration, Data Services, and the Benefits Support Center.

This role also plays a central part in ensuring that Diversified Services offerings Engage adoption, FSA/HSA, and COBRA awareness are systematically embedded in the BenAdmin client touch point framework as a growth channel for those product lines.

Key Responsibilities

• Coach direct report managers on the practice of management, including 1:1s, feedback, accountability, performance conversations, and team development.
• Build succession depth for all key management roles so the function is not dependent on any single manager.
• Own the hiring standard for the function, ensuring every new hire has a structured onboarding plan with clear 30/60/90-day milestones.
• Hold managers accountable for the performance of their teams and the quality of the management practices that produced those results.
• Own the operating cadence of the function, including team meetings, leadership meetings, cross-functional check-ins, and performance review cycles.
• Build processes and systems that allow the function to scale, reducing reliance on individual heroics or tribal knowledge.
• Own the standard for BenAdmin client experience across the full lifecycle, from implementation handshake through renewal and expansion.
• Build and maintain the BenAdmin client lifecycle playbook to reflect best-in-class delivery.
• Own the integrity of the BenAdmin CSM quarterback model, ensuring CSMs function as the unified relationship owner for clients with multiple Selerix services.
• Establish the standard touch point framework that ensures COBRA, FSA/HSA, and Engage are systematically introduced to BenAdmin clients.
• Own the BenAdmin function's contribution to gross and net revenue retention, tracking and reporting performance monthly.
• Build the renewal management standard, ensuring every manager holds their team to 120-day advance renewal preparation and accurate forecasting.
• Identify and surface systemic expansion signals across the BenAdmin portfolio, partnering with Sales on commercial follow-up.
• Build or evolve client health scoring for the BenAdmin portfolio, moving the function toward a systematic early warning model.
• Coordinate with Shared Services on task routing to preserve CSM capacity for relationship and strategy work.
• Operate as a First Team member, prioritizing the success of the broader leadership team alongside functional advocacy.
• Build peer relationships with the Director, Client Success ACA to ensure consistent team norms and coordinated client experiences.

Qualifications

• 5+ years in progressively senior leadership roles, with at least 2 years leading managers or managing a multi-team function.
• Demonstrated track record of building a high-performing CS function, not just inheriting or maintaining one.
• Deep experience in benefits administration, HR technology, or SaaS client success, sufficient to set the quality standard and develop managers in the work.
• Experience managing cross-functional complexity across System Configuration, Data Services, ACA, and Benefits Support Center.
• Experience using data to manage a function and communicate function health to executive stakeholders.
• Strong management development skills, with the ability to coach managers rather than manage individual contributors.
• Data fluency, with comfort using metrics to diagnose problems, make decisions, and communicate with executive leadership.
• Cross-functional credibility and the ability to build peer relationships and drive outcomes across multiple functions.
• Executive communication skills, with the ability to distill complex functional realities clearly for VP and C-suite audiences.
• Familiarity with ACA compliance a plus.
• Experience with HubSpot, Monday.com, and TrakStar a plus.
• Experience building or evolving a client health scoring model a plus.
• Bachelor's degree or equivalent experience.

Must be eligible for US employment

We offer the following 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