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- Tasks: Lead client relationships and drive growth through innovative solutions and strategic partnerships.
- Company: Join ADP, a leader in payroll and HR solutions, committed to client success.
- Benefits: Enjoy competitive pay, health benefits, remote work options, and continuous learning opportunities.
- Why this job: Make a real impact by helping global clients achieve their goals and optimise their operations.
- Qualifications: 10+ years in leadership or client management, with strong communication and strategic thinking skills.
- Other info: Be part of a diverse culture that values inclusion and offers career growth.
The predicted salary is between 48000 - 72000 £ per year.
We are recruiting for a Director of Client Success to join our Client Success team!
Location: Our Staines office
Hybrid working: 3 days in office and 2 days from home
As Director of Client Success for United Kingdom, Ireland and Sweden at ADP, you will be the strategic custodian of our client relationships across these markets. Your mission is to drive exceptional client retention and satisfaction while identifying and capitalizing on revenue growth opportunities. Leveraging deep client insights, you will collaborate with Product and Service teams to ensure our offerings remain market-leading and aligned with client needs across all three countries.
You will lead and inspire a high-performing Client Success team, fostering talent development and embodying the values that have made ADP a ‘Fortune Most Admired Company.’ As a key member of the Senior Leadership Team of Services, you will build and nurture strong C-level relationships, championing client experience and operational excellence across the organisation and region.
Key Responsibilities
- Strategic Leadership & Regional Alignment
Translate ADP’s strategic objectives into actionable operational initiatives that enhance the efficiency and effectiveness of the Client Success function across the UK, Ireland, and Sweden. Drive continuous improvement in client retention, satisfaction, and revenue growth regionally.
- Client Relationship Management
Own and deepen relationships with senior client stakeholders in all three countries, ensuring a consistent, high‑quality client experience. Develop and implement client engagement models and account plans tailored to regional market needs.
- Revenue Growth & Opportunity Identification
Identify and close incremental revenue opportunities within the existing client base across the UK, Ireland, and Sweden, collaborating closely with Sales, Product, and Service teams.
- Operational Excellence
Establish and monitor key performance metrics to track client success outcomes and team performance regionally. Optimize team structure and workflows to maximize productivity and client impact.
- Client Experience Champion
Lead initiatives to improve day‑to‑day client experience across all markets, leveraging Relational NPS insights to delight clients and reduce churn. Ensure client feedback is systematically captured and communicated to Product Development for continuous enhancement.
Inspire, motivate, and develop a multi‑functional team of client success professionals across the organisation. Promote a culture of internal progression, collaboration, and high engagement.
- Cross‑Functional Collaboration
Build strong partnerships with Directors of Service, Payroll Specialists, and Client Support teams to ensure seamless service delivery and resolution of client issues.
- Communication & Influence
Develop and execute communication plans to increase positive client interactions regionally. Represent Client Success at the UK ExCom and other senior forums, influencing at C‑level both internally and externally.
Lead or contribute to strategic projects that support client success and organisational growth across the region.
What You’ll Need
- 5+ years’ leadership experience in professional services, BPO, or employment agency sectors, with a proven track record in client success or account management.
- Strong strategic thinker with the ability to translate strategy into operational plans that improve efficiency and drive growth.
- Exceptional analytical, presentation, and communication skills, confident engaging at C‑level and Executive Committee levels.
- Proven ability to build and maintain strong internal and external relationships.
- Skilled influencer and negotiator across all organisational levels.
- Demonstrated leadership in motivating and developing high‑performing, multi‑disciplinary teams.
- Commercial acumen with strong financial and time management skills.
- Innovative problem solver with lateral thinking and a tenacious drive to win.
- Flexible and adaptable to evolving business needs.
Bonus Points For
- Knowledge of HR and Payroll processes and drivers.
- Experience in senior account management roles within payroll or bureau environments.
- Understanding of payroll legislation and bureau operational practices.
- 25 days holiday (you can also buy and sell up to 5 days each year)
- Flexible benefits – private medical insurance, excellent pension scheme, subsidised gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
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Director Client Success employer: ADP
Contact Detail:
ADP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director Client Success
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out as a candidate who truly fits the team.
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience and how it relates to the role. Highlight your leadership skills and ability to drive client success, just like the job description mentions.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Director Client Success
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific skills and experiences that match the Client Success Director role. Highlight your leadership expertise and how you've driven growth objectives in previous roles.
Showcase Your Client Relationship Skills: In your application, emphasise your ability to build and maintain strong client relationships. Share examples of how you've navigated client challenges and provided creative solutions, as this is key for the role.
Be Data-Driven: Demonstrate your analytical skills by including any relevant data or metrics that showcase your success in previous positions. This could be anything from client satisfaction scores to revenue growth figures.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at ADP
✨Know Your Client Inside Out
Before the interview, dive deep into understanding the clients you'll be working with. Familiarise yourself with their business models, challenges, and how ADP's solutions can specifically address their needs. This will not only show your commitment but also help you articulate how you can drive client success.
✨Showcase Your Leadership Skills
As a Director Client Success, your leadership abilities are crucial. Prepare examples of how you've successfully led teams or projects in the past. Highlight your experience in mentoring others and driving strategic initiatives that resulted in measurable outcomes. This will demonstrate your capability to lead within the Client Success organisation.
✨Prepare for C-Suite Conversations
Since you'll be interacting with C-Suite executives, practice articulating your thoughts clearly and concisely. Be ready to discuss high-level strategies and how you can align ADP's offerings with their business goals. Tailor your communication style to resonate with executive-level stakeholders.
✨Emphasise Collaboration and Innovation
ADP values collaboration across various departments. Be prepared to discuss how you've worked with cross-functional teams to solve complex problems. Share examples of innovative solutions you've implemented that enhanced client relationships or improved service delivery, showcasing your ability to think outside the box.