Director, Strategic Client Relations

Bright Horizons•Newton, MA

2d•$94,000 - $129,000•Remote

About The Position

As the Director, Multi-Service Strategic Client Relations, you serve as the executive relationship leader for a portfolio of employer-sponsored clients across multiple Bright Horizons lines of business, including Family Solutions and employer-sponsored child care centers. Responsible for retention, growth, financial performance, and strategic partnership development, this role aligns client workforce objectives with operational execution, financial stewardship, and innovative care solutions. The Director develops executive relationships, coordinates cross-functional teams, guides strategic planning initiatives, and serves as a trusted advisor to clients while driving measurable business outcomes, utilization, and long-term partnership value. This is a remote position available in the United States. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

Requirements

Bachelor's Degree
In lieu of a degree, an additional 5 years of experience may be considered
7 – 10+ years of strategic account management, client success, benefits consulting, workforce solutions, or related B2B relationship management experience.

Nice To Haves

Experience supporting multi-line-of-business client portfolios and partnering with operational and financial stakeholders.
Demonstrated success retaining, expanding, upselling, and cross-selling within enterprise client
Experience working with HR, Benefits, Total Rewards, or Talent leaders preferred.
Ability to travel as required to support strategic client relationships.
Demonstrated success in managing diverse client portfolios, consistently achieving retention and business growth targets
Exceptional relationship management skills, fostering long-term partnerships and client satisfaction
Highly organized, with strong attention to detail and effective time management
Skilled in managing multiple priorities in fast-paced environments while maintaining high-quality outcomes
Effective communicator of organizational values and mission, with deep knowledge of the full range of Bright Horizons services

Responsibilities

Serve as the strategic relationship leader across multiple Bright Horizons lines of business, including Family Solutions and employer-sponsored child care centers, ensuring coordinated strategy, consistent execution, and alignment to client objectives.
Build and maintain executive-level/economic buyer relationships with HR, Benefits, Total Rewards, Talent, DEI, and senior leadership stakeholders.
Lead a coordinated client strategy across employer-sponsored child care centers and Family Solutions offerings, integrating care, education, and workforce support solutions to drive utilization, employee engagement, retention, and overall client value.
Integrate solutions across business lines to maximize client value, utilization, employee engagement, and workforce outcomes
Partner with Finance, Operations, and client stakeholders to develop, review, and monitor annual operating budgets, enrollment projections, utilization assumptions, and financial performance objectives.
Support business case development, pricing strategies, contract negotiations, and financial recommendations that drive mutually beneficial outcomes for clients and Bright Horizons.
Lead negotiations and strategic discussions involving executive leadership, complex commercial arrangements, significant revenue retention opportunities, and enterprise risk considerations.
Monitor portfolio financial performance and identify opportunities to improve profitability, utilization, and long-term partnership value.
Provide strategic oversight of employer-sponsored child care center performance, including enrollment health, financial performance, operational effectiveness, client commitments, and long-term sustainability.
Balance client objectives, operational realities, regulatory requirements, and financial performance to develop recommendations that support sustainable business outcomes.
Demonstrate fiscal stewardship by balancing client objectives, operational realities, and financial performance while making recommendations that support sustainable growth and long-term partnership success.
Partner closely with Regional Managers, Center Directors, Enrollment teams, Licensing, Finance, and operational leadership to address client priorities, manage issues, and ensure successful execution of center-related commitments.
Align stakeholders around business priorities, operational changes, enrollment strategies, center performance goals, and client expectations.
Influence organizational strategy by translating enterprise client insights, market trends, and competitive intelligence into recommendations for product, service, and investment priorities.
Support strategic planning initiatives including center expansions, renovations, relocations, facility investments, and operational enhancements by coordinating internal subject matter experts and client stakeholders.
Collaborate across Operations, Finance, Facilities, Marketing, Legal, Product, Client Services, Enrollment, and Center Leadership functions to deliver client commitments and strategic business outcomes. Influence decision-making and drive accountability without direct reporting authority.
Proactively identify and mitigate relationship, operational, financial, enrollment, reputational, and service-delivery risks that may affect client satisfaction, retention, or business performance.
Develop and execute utilization and engagement strategies that increase awareness, participation, and employee adoption across Family Solutions programs, ensuring clients realize maximum value from their investment.
Consult with clients on caregiving challenges, employee well-being, workforce participation, retention, attraction, and productivity initiatives by aligning Family Solutions programs to organizational priorities and talent strategies.