WorkForce Software, Senior Client Success Manager

ADP•Livonia, MI

2d•Hybrid

About The Position

WorkForce Software, an ADP company, is hiring a Senior Client Success Manager. The world's largest companies – including 80% of the Fortune 500 – count on our WorkForce Software (WFS) suite of products. As a Senior Client Success Manager, you’ll drive meaningful, long-term relationships with Workforce global enterprise clients by serving as their trusted advisor and advocate. You will own the client lifecycle—from onboarding through renewal—ensuring alignment to business goals, delivering measurable outcomes, and proactively identifying opportunities to enhance value. By leveraging data insights, cross-functional collaboration, and a client-first mindset, you will help clients maximize their investment while contributing to retention and growth. You’ll bring proven expertise and responsiveness to the table every day on a team dedicated to unparalleled excellence. We are passionate and committed to our current and future clients' success in the ever-changing world of work. No two days are the same. You will manage a portfolio of enterprise clients while proactively monitoring client health, engagement, and satisfaction. You’ll partner across Sales, Support, Product, and Services teams to resolve issues, drive adoption, and ensure seamless experiences. From analyzing trends and leading client conversations to coordinating escalations and uncovering growth opportunities, you will balance strategic relationship management with hands-on execution in a fast-paced, client-centric environment. To thrive in this role, you bring strong experience in client success, account management, or relationship management, along with the ability to navigate complex client environments. You are proactive, analytical, and comfortable using data to tell a story and drive decisions. You can influence without authority, communicate confidently with executive stakeholders, and manage competing priorities. In return, you’ll play a critical role in delivering client value, shaping client experiences, and contributing directly to business growth and retention. We also have a healthy dose of fun. Not only can you find a career here, but friendships that last in a company that values inclusion. A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more.

Requirements

8+ years of experience in client success, account management, or relationship management
3–5+ years of experience in HCM, preferably in Workforce Management (WFM) or Time & Attendance solutions
Strong business acumen with the ability to connect client goals to outcomes
Experience managing complex, enterprise-level client relationships
Strong communication skills with the ability to engage executive stakeholders
Analytical and problem-solving skills with a proactive mindset
The ability to travel up to 10-15% with the potential for international travel
Associates are expected to work a flexible hybrid model 3 days per week in the office.

Nice To Haves

Experience in program or project management
Familiarity with Salesforce or similar CRM platforms
Experience working cross-functionally across Sales, Product, Support, and Services
Exposure to workforce technology or SaaS environments
A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include: Experience noted above OR Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

Responsibilities

Own the success of your clients, acting as a strategic partner who wakes up every day focused on driving measurable customer outcomes and helping clients realize the full value of our products and solutions
Own the end-to-end customer lifecycle—from onboarding through renewal—driving a proactive, outcomes-focused approach by defining success plans, establishing clear KPIs, and ensuring accountability so customers consistently achieve their desired business outcomes
Oversee SLAs, product adoption, client satisfaction, and root cause analyses to ensure strong account performance
Identify and support expansion opportunities while strengthening retention strategies in partnership with Sales
Work closely with Product, Support, Services, and Sales teams to deliver seamless client experiences and continuous improvement
Lead client communications, including escalations, ensuring timely resolution and positive outcomes