Customer Success Regional Leader

LE_ICMA-RC · Washington

Apply on the company website

Join a great place to work with MissionSquare, a financial services corporation with approximately $79 billion in assets under management and administration and over 600 employees. Founded in 1972, MissionSquare is dedicated to the retirement needs of public sector employees. We focus on delivering results-oriented retirement and retiree health savings plans, education, investment options, personalized guidance, and related services to public sector participants in more than 9,200 plans and nearly 2 million participant accounts. We strive to make the administration of retirement programs as easy and cost-effective as possible. We have an extraordinary talent base and invite you to consider joining MissionSquare.

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.

Essential Functions for this role include:

• 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

If you have the following skills, we encourage you to apply:

• 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
• 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 required
• Decision-Making Level: Highly significant and complex decisions requiring substantial subject matter expertise, strategic analysis, and evaluation of complex business and client factors.
• Level of Direction: Operates with broad direction; accountable for outcomes at the enterprise/regional level.
• Travel Requirements: Extensive travel (50–75%) within assigned geography and to corporate headquarters.
• Integrating two previously peer organizations (RM + Field Sales structures) into a single accountable leader
• Owning both client experience and sales outcomes end-to-end
• Managing leaders of leaders while influencing IC-level execution
• Driving enterprise strategy at the field level

 To benefit your career and support your wellbeing, we offer:

• 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

Click here to learn more about MissionSquare’s benefits.

Equal Employment Opportunity

As a company, MissionSquare is an Equal Opportunity Employer. We strive to create an environment that reflects the value and diversity of our employees and fosters respect among them. We believe that talent from diverse backgrounds will further enhance our ability, and mission, to serve those who serve their communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other protected classifications under any applicable law.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

More jobs at LE_ICMA-RC · Sales & Business Development jobs in Washington DC