Senior Director, Enterprise Relationship Management & Revenue Expansion

The Senior Director of Enterprise Relationship Management & Revenue Expansion is a highly visible, strategic leadership role that reports directly to the Vice President of Service. This position carries dual accountability for enterprise client retention and revenue growth, grounded in relationship excellence and client-centric service leadership. 

This role represents a strategic investment in our most valuable client segment — an opportunity to build and lead a world-class relationship and revenue expansion function under unified leadership. We are consolidating enterprise relationship management and revenue expansion into one coordinated organization, led by a visionary leader who will own the complete client experience and drive both retention and growth at the highest level. 

This is the role for a strategic and visionary leader who thrives in building high-performing teams, developing client relationships into true strategic partnerships, and creating a differentiated competitive advantage through excellence in client experience. You will be instrumental in the design of a relationship management model that reflects the sophistication and value of our enterprise clients, build a team of trusted advisors who operate at the executive level, and establish new standards for proactive relationship stewardship and revenue partnership in our industry. 

This is not a role for specialists in only one dimension. Success requires a leader who can simultaneously hold enterprise clients at the center of decision-making, drive measurable revenue growth, and build teams that operate with both business acumen and client intimacy. You will shape how our most strategic relationships are managed, set the tone for client experience excellence, and build a legacy team that becomes a competitive differentiator for our organization. 

Key Responsibilities

Retention, Renewal & Relationship Excellence 

• Own the renewal strategy and forecast for all top-tier clients; personally engage on any account showing risk signals well before renewal dates. Serve as the credible, senior counterpart to client decision-makers — clients must view you as a strategic business partner, not a vendor contact. 
• Build and actively maintain executive-level relationships across our premium client base. This means regular C-level and Sr. Leadership engagement, understanding their strategic objectives, market pressures, and competitive landscape. 
• Analyze client health trends and early-warning indicators in partnership with Reporting & Customer Insights. Stay ahead of risk by understanding not just account metrics, but the business and market context driving client behavior. 
• Prioritize relationship quality and client experience as the primary driver of retention. Ensure that revenue expansion motions never compromise the trust and partnership that retain these accounts. The relationship quality is the competitive moat. 
• Personally carry a direct book of the company's most strategic accounts, modeling the standard of executive presence, proactive thinking, and client-centric problem solving you expect from your teams. 

Team Leadership & High-Performing Culture 

• Build and lead an Enterprise Relationship Management team that prioritizes retention and revenue expansion by defining a client-centric culture focused on relationship excellence and proactive client stewardship. Set the standard for strategic account ownership and model it personally on your direct book. 
• Develop team members into trusted client advisors who understand our clients' business objectives, market position, and growth challenges. Coach your team to identify expansion opportunities that strengthen relationships and align with client strategy — not to chase quota. 
• Establish best-in-class relationship management model that delivers differentiated client experience to our premium segment. This model should embed clear account ownership, executive-level attention, and proactive opportunity identification grounded in deep client knowledge. 
• Own hiring, team sequencing, and development strategy, including mid-market Account Executives and dedicated enterprise relationship managers. Recruit and build a team of high-caliber advisors capable of executive-level engagement and strategic partnership. 
• Drive accountability for team performance using robust project management, data analytics, and clear metrics — becoming an AI enabled team. Establish reporting discipline that provides real-time visibility into relationship health, retention risk, and opportunity pipeline. 
• Act as primary steward of the Executive Sponsor program — actively engage, evolve the program, monitor outcomes, and report progress to Executive Leadership Team. This program should elevate our relationships into genuine C-suite partnerships. 

Revenue Expansion & Growth Leadership 

• Own the Revenue Expansion function end-to-end — identifying and executing upsell and cross-sell opportunities across all client tiers grounded in deep understanding of client needs and strategic priorities. Set and personally carry revenue expansion targets; report pipeline and attainment directly to the Head of Service. 
• Identify expansion opportunities through relationship intelligence, not quota pressure. Lead your teams to spot where client business challenges align with our service capabilities, where market or competitive shifts create urgency for our solutions, and where deepening partnership strengthens retention. 
• Develop a tiered expansion strategy sequenced by client value, business readiness, and market opportunity. Invest in highest-probability, strategic opportunities first, particularly at the premium tier where the relationship is the competitive advantage. 
• Lead with market and client trend analysis to uncover expansion opportunities. Enable your teams to serve as trusted advisors on industry shifts, competitive threats, and growth opportunities relevant to each client's business — positioning expansion as part of the advisory relationship, not a separate sales agenda. 
• Balance growth motion against retention relationships as your core operating principle, not an afterthought. Expansion initiatives must strengthen client partnerships and deepen trust. Any growth motion that risks the relationship is not worth pursuing. This is the non-negotiable guardrail of your role. 

Executive Presence & Cross-Functional Leadershi p 

• Serve as the escalation point for enterprise client issues into Center of Excellence, HR Advisory, Operations, and other functions. Ensure premium clients receive executive-level issue resolution and strategic attention, not standard queue handling. 
• Represent the enterprise client voice in Service pillar planning, SLA strategy, and cross-functional service model decisions. Your insights into client needs and market expectations should align to our service strategy. 
• Present regularly to internal Executive Leadership on enterprise client trends, market conditions, retention risks, and growth opportunities. Bring the client perspective to light.
• Lead client-facing executive presentations on strategic topics — market insights, industry benchmarks, growth opportunities, service innovations. Position CoAd and yourself as trusted advisors in your clients' business decisions. 

Required Skills & Experience

Enterprise Relationship Management Mastery with Growth Acumen 

• 8+ years of progressive experience in enterprise account/relationship management, with demonstrated ability to build and retain large, complex B2B accounts in PEO, HR services, benefits, payroll, or adjacent professional services. You understand enterprise buying cycles, multi-stakeholder dynamics, and the relationship factors that drive long-term retention. 
• Sales leadership and account development experience that has equipped you to identify expansion opportunities grounded in deep client relationships. You've managed revenue or expansion targets in a way that was aligned with client success — not quota-driven at the expense of partnership. This experience enables you to coach and develop teams to spot genuine expansion opportunities. 
• Direct experience building and leading high-performing teams across two or more functions simultaneously — including hiring, coaching, developing, and managing performance. You've built and scaled enterprise account teams from generalist or pooled models into dedicated, high-touch relationship organizations. 
• Proven mastery in managing the retention-growth balance: You've successfully owned retention and growth simultaneously without allowing growth pressure to erode client relationships. You can articulate how you've navigated this tension and kept retention as the anchor point. 

Client & Market Leadership 

• Executive presence and comfort with client decision-makers. You've led difficult renewal, upsell, and escalation conversations with senior client leaders. You understand how to build credibility and trust at the executive level. 
• Proven ability to analyze client health, trends, and business context — not just react to metrics. You identify early-warning signals, understand what's driving client behavior, and can communicate insights to executive audiences. 
• Market awareness and trend analysis capability. You track industry dynamics, competitive landscape, and macro trends relevant to your client base, and you can connect those trends to client strategy and expansion opportunities. 
• Capability to develop client advisors, not just account managers. You've coached teams to move beyond transactional account management into strategic partnership and consultative selling. 

Growth Opportunity Identification & Execution 

• Ability to identify and develop expansion opportunities grounded in deep client business knowledge. You understand how to listen to client challenges, analyze market trends affecting their business, and connect those insights to our service capabilities — positioning expansion as part of the advisory relationship. 
• Comfort with data, analytics, and project management discipline. You're able to establish metrics, monitor relationship health and opportunity pipeline in real-time, report with accuracy, and use data to inform decisions — all enabled by modern AI tools and platforms. 
• Account segmentation and tiered service model experience. You understand how to stratify clients by value, complexity, and strategic importance, and how to customize relationship models and service delivery accordingly to maximize retention and opportunity identification. 

Preferred Experience 

• Specific experience in a PEO or co-employment model, including deep understanding of the technical, regulatory, and operational complexity these clients navigate 
• Track record building or scaling a named-account coverage model from a pooled, generalist, or ticket-driven service structure into a high-touch, proactive model 
• Success building enterprise relationship teams, including recruiting, structure design, and culture-setting in a new function 
• Experience in SaaS, managed services, or other subscription/recurring revenue models where retention economics drive profitability 
• Familiarity with modern CRM platforms, AI-enabled tools, and data analytics applied to account health and pipeline management 

What Success Looks Like 

Within 2 months

• Enterprise Relationship Management model is defined and communicated; initial rollout underway 
• Your direct book is actively managed with visible client engagement and relationship development at C-level and Sr. Leadership 
• Early-warning system for client retention risk is operational; proactive engagement on any account showing early warning signals 
• Enterprise Relationship Management team hiring underway; Revenue Expansion team structure planned 
• Client feedback on relationship quality and accessibility of senior leadership is improving 

Within 6 months: 

• Retention on enterprise segment is trending toward >90% (primary success metric); NPS is moving toward >50 
• Enterprise Relationship Management model is fully deployed; both teams operating with proactive, strategic account discipline 
• Executive Sponsor program is active and showing C-level engagement lift and relationship deepening 
• Revenue expansion pipeline is visible and building; >5% expansion growth is on track AND maintaining relationship trust 
• Team feedback confirms a culture centered on client success and relationship excellence, not quota pressure 
• Client satisfaction and relationship quality metrics are measurably improving; clients view us as strategic advisors, not vendors 

About CoAd

CoAd helps businesses navigate the complexities of workforce management through a combination of technology, expertise, and human support. Serving more than 17,000 clients nationwide, CoAd delivers payroll, HR, benefits administration, compliance support, workforce technology, and PEO services that help organizations simplify operations, support their employees, and drive growth.

Built on the belief that workforce solutions should be integrated, intuitive, and people-centered, CoAd empowers employers to manage their workforce with greater confidence while adapting to the evolving needs of today’s workplace.

EEO

CoAd is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, ancestry, citizenship status, age, sex (including pregnancy, childbirth, breast feeding and pregnancy-related medical conditions), gender, gender identity or expression, sexual orientation, marital status, uniform service member and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.