Customer Success Regional Leader

MissionSquare • District of Columbia - Remote, DC

6d • $164,170 - $262,670 • Hybrid

About The Position

The Customer Success Regional Leader serves as the senior field leader, responsible for integrated leadership of both the Relationship Management and Regional Sales functions across an assigned geography. This role drives enterprise growth, client retention, and market expansion by aligning client strategy, sales execution, and service delivery. The incumbent directly leads Relationship Managers, Regional Directors, and field support and, indirectly, leads individual contributors, ensuring a unified, high-performing field organization focused on delivering exceptional client outcomes, achieving sales targets, and advancing strategic initiatives.

Requirements

• 12+ years of financial services, retirement plan, or related industry experience.
• Significant experience leading both sales organizations and client relationship management teams in a geographically dispersed, matrixed environment.
• Demonstrated success managing multi-level leadership structures (leaders of leaders).
• Deep expertise in retirement plans, investment products, and public sector markets.
• Proven ability to drive large-scale sales growth and client retention across regions.
• Strong strategic planning, financial acumen, and operational leadership skills.
• Exceptional executive communication, presentation, and influencing skills.
• Ability to operate effectively in complex, highly matrixed organizations.
• Strategic Thinking
• Building Effective Teams
• Driving Results
• Customer Focus
• Decision Quality
• Political Savvy
• Managing Complexity
• Business Acumen – own client experience and sales outcomes
• Leader of leaders and individual contributors
• BA/BS required
• FINRA Series 7, 63, 65 (or 66), and 24 required or the ability to obtain state insurance licensing as required

Nice To Haves

• MBA or advanced degree strongly preferred

Responsibilities

• Provide overarching leadership across Relationship Management and Regional Sales functions, ensuring alignment of client experience, retention, and sales strategies.
• Develop and execute integrated business, market, and operating plans to drive growth in assets, participation, and client satisfaction across the territory.
• Translate corporate objectives into actionable field strategies, ensuring consistency and accountability across all teams.
• Drive achievement of revenue, net flow, retention, and new business goals through coordinated sales and relationship strategies.
• Oversee expansion of existing client relationships and acquisition of new business through consultative, solution-oriented approaches.
• Ensure effective positioning of products, services, and financial wellness solutions within the marketplace.
• Establish a best-in-class client engagement model, ensuring Relationship Managers deliver strategic value and exceptional service outcomes.
• Maintain executive relationships with key clients, consultants, and stakeholders, serving as senior escalation point when needed.
• Drive consistent practices for resolving complex client issues, plan design discussions, and compliance-related matters.
• Directly lead Relationship Management and Regional Directors; indirectly lead Relationship Managers and Retirement Plan Specialists.
• Build a high-performance culture through coaching, mentoring, and leadership development across all levels of the organization.
• Ensure strong succession planning and talent pipeline development across both client-facing and sales teams.
• Oversee regional financial performance, including budgeting, forecasting, and expense management.
• Monitor key performance indicators (KPIs) across sales, retention, client satisfaction, and productivity.
• Ensure compliance with regulatory requirements, internal policies, and risk management practices.
• Partner closely with Product, Marketing, Finance, Client Experience, and Operations to deliver integrated solutions and enhance client value.
• Act as the primary conduit between field teams and corporate functions to drive innovation and continuous improvement.
• Champion company values, including diversity, equity, inclusion, and client-first principles.
• Represent the organization at industry events, finalist presentations, and executive-level client engagements.
• Performs other duties as assigned

Benefits

• Competitive Total Rewards package, including base pay, incentive programs, benefits, and a 401(k) plan with matching contributions
• Flexible and hybrid work schedules to support work-life balance
• Tuition reimbursement to support continued education
• Professional and career development opportunities, including courses and certifications
• Comprehensive wellness programs promoting physical, mental, and emotional health
• Volunteerism initiatives to encourage community engagement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager