Client Success Manager

Position Title:  Client Success Manager

Reporting Line: Senior Manager - Client Success

Position Purpose:

The Client Success Manager (CSM) is accountable for the overall health, retention, satisfaction, and growth of an assigned portfolio of clients. Acting as a trusted advisor and executive relationship owner, the CSM develops a deep understanding of each clients business strategy, industry environment, operational processes, and technology landscape to ensure clients realize maximum value from ADP solutions.
The role is responsible for building strong stakeholder relationships, conducting regular business and service reviews, proactively identifying risks and early indicators of client dissatisfaction, and driving corrective actions before issues impact retention. The CSM serves as the voice of the client within ADP while representing ADPs capabilities, strategy, and product roadmap to clients.

A key aspect of the role is protecting and growing recurring revenue through effective renewal management, client engagement, and identification of upsell and cross-sell opportunities that align with client business needs. The CSM is expected to leverage insights into the clients organization, workforce strategy, and technology environment to uncover opportunities for expansion, optimization, and innovation. The role also drives continuous improvement by analyzing service performance, identifying operational inefficiencies, and coordinating actions across both ADP and client teams to improve service quality, business outcomes, and overall client experience.

Key Responsibilities :

Client Retention & Revenue Protection

• Own client retention outcomes and renewal success.
• Identify and mitigate churn risks early.
• Protect recurring revenue and long-term account value.

Strategic Client Relationship Management

• Build trusted partnerships with executive and operational stakeholders.
• Understand client business goals, industry trends, and strategic priorities.
• Maintain strong stakeholder engagement across the client organization.

Client Value Realization

• Ensure clients achieve desired business outcomes from ADP solutions.
• Drive adoption, optimization, and effective use of products and services.
• Position ADP as a strategic partner rather than a service provider.

Service Governance & Escalation Management

• Lead service reviews and performance discussions.
• Manage critical client issues and escalations to resolution.
• Drive service improvement plans and accountability across stakeholders.

Growth & Expansion

• Identify upsell, cross-sell, and expansion opportunities.
• Align ADP solutions with evolving client business needs.
• Partner with Sales and internal teams to support revenue growth.

Continuous Improvement & Client Advocacy

• Recommend improvements to client processes and ADP service delivery.
• Advocate for client needs within ADP.
• Drive initiatives that improve efficiency, satisfaction, and business outcomes.

Success Measures
Success in this role is measured through:

• Client retention and renewal rates
• Revenue retention and account growth
• Client satisfaction NPS
• Reduction in churn risk and escalations
• Product adoption and value realization
• Generation of qualified upsell and cross-sell opportunities
• Service quality and SLA performance
• Development of referenceable and advocacy-level clients
• Delivery of measurable improvement initiatives for both ADP and clients

Experience:

• Minimum 5 years of experience in client success, relationship management, or a
related operational role
• Demonstrated track record of building strong client relationships and driving
retention across medium to large organizations
• Exceptional communication, interpersonal, and presentation skills
• Strong time management and organizational skills
• Strong negotiation and influencing skills
• Proven ability to think creatively and identify practical opportunities to
strengthen client relationships and improve profitability
• Strong analytical, problem-solving, reporting, and metric-driven decision-making
capability
• Knowledge of Payroll, Time and Attendance, and HCM industry practices preferred

Certifications /Qualifications:

• Relevant tertiary qualification in a business/Technology/Marketing/Human
Resources/Finance