Customer Success Regional Leader

This is a fully remote position, open to applicants in District of Columbia.

📋 Description

• Provide comprehensive leadership across the Relationship Management and Regional Sales sectors, ensuring the alignment of client experience, retention, and sales strategies.

• Formulate and implement integrated business, market, and operational plans to foster growth in assets, participation, and client satisfaction throughout the territory.

• Convert corporate goals into actionable field strategies, guaranteeing consistency and accountability across all teams.

• Propel the achievement of revenue, net flow, retention, and new business objectives through coordinated sales and relationship strategies.

• Supervise the expansion of existing client relationships and the acquisition of new business using consultative, solution-oriented approaches.

• Ensure effective marketing of products, services, and financial wellness solutions within the marketplace.

• Establish a premier client engagement model and guarantee outstanding service outcomes.

• Maintain executive relationships with key clients, consultants, and stakeholders; act as a senior escalation point.

• Promote consistent practices for resolving complex client issues, plan design discussions, and compliance-related matters.

• Directly manage Relationship Management and Regional Directors; indirectly oversee Relationship Managers and Retirement Plan Specialists.

• Foster a high-performance culture through coaching, mentoring, and leadership development.

• Ensure succession planning and talent pipeline development across client-facing and sales teams.

• Oversee regional financial performance, encompassing budgeting, forecasting, and expense management.

• Monitor KPIs related to sales, retention, client satisfaction, and productivity.

• Ensure compliance with regulatory requirements, internal policies, and risk management practices.

• Collaborate with Product, Marketing, Finance, Client Experience, and Operations to deliver integrated solutions and enhance client value.

• Serve as the primary link 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.

• Integrate previously separate Relationship Management and Field Sales organizations into a single accountable leader.

• Own the client experience and sales outcomes from start to finish.

• Drive enterprise strategy at the field level.

• Perform additional duties as assigned.

⛳️ Requirements

• 12+ years of experience in financial services, retirement planning, or a related industry.

• Significant experience leading both sales organizations and client relationship management teams in a geographically dispersed, matrixed environment.

• Proven success in managing multi-level leadership structures (leaders of leaders).

• In-depth expertise in retirement plans, investment products, and public sector markets.

• Demonstrated ability to drive large-scale sales growth and client retention across various regions.

• Strong skills in strategic planning, financial acumen, and operational leadership.

• Exceptional executive communication, presentation, and influencing abilities.

• Capability 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 – responsible for client experience and sales outcomes.

• Leader of leaders and individual contributors.

• BA/BS degree required.

• MBA or advanced degree strongly preferred.

• FINRA Series 7, 63, 65 (or 66), and 24 required, or the ability to obtain state insurance licensing as necessary.

• Extensive travel (50–75%) within the assigned geography and to corporate headquarters is required.

🏝️ Benefits

• Competitive Total Rewards package, which includes base salary, incentive programs, benefits, and a 401(k) plan with matching contributions.

• Flexible and hybrid work schedules to promote work-life balance.

• Tuition reimbursement to support ongoing education.

• Opportunities for professional and career development, including courses and certifications.

• Comprehensive wellness programs that promote physical, mental, and emotional health.

• Volunteerism initiatives to encourage community engagement.