Senior Director, Strategic Client Relations

About this role

Primary Purpose:
As the Senior Director, Strategic Client Relations, you serve as the senior relationship leader for a portfolio of the organization's largest and most strategically important employer-sponsored clients and consultant partners, with a dedicated focus on the law firm market. Responsible for driving long-term client value, retention, revenue growth, and strategic partnership expansion, this role develops multi-year account strategies, advises senior client stakeholders, and leads complex renewal, growth, and competitive retention efforts. Through consultative leadership, business insight, and data-driven planning, the Senior Director aligns Bright Horizons solutions with client workforce priorities and business objectives to strengthen partnerships and accelerate sustainable growth. In addition, this role serves as the internal strategic leader for the law firm vertical, developing market strategies, thought leadership initiatives, and programs that enhance Bright Horizons' position as a valued partner to law firms nationwide.
This is a remote position available in the United States. Only candidates located in the New York Metro area will be considered.

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.
Essential Functions/Responsibilities:

• Build and maintain relationships with executive sponsors, economic buyers, and senior decision-makers while expanding influence across client organizations. Develop influential broker and consultant partnerships that strengthen advocacy and create growth opportunities.

• Identify, qualify, and advance upsell and cross-sell opportunities aligned to workforce and employee experience strategies.

• Translate complex utilization, workforce, and business data into executive-level recommendations that demonstrate value and strengthen strategic partnerships.

• Lead complex renewal, pricing, and contract negotiations that require advanced financial analysis, executive alignment, and competitive positioning.

• Analyze utilization, performance metrics, market benchmarks, and business outcomes to deliver strategic recommendations.

• Facilitate Executive Business Reviews and partnership planning sessions focused on measurable outcomes and business impact.

• Consult with clients on workforce participation, caregiver support, employee well-being, and talent retention strategies.

• Proactively identify relationship risks, competitive threats, service concerns, and stakeholder challenges while leading mitigation strategies.

• Partner cross-functionally with Operations, Product, Marketing, Finance, and Client Services teams to deliver client outcomes.

• Develop engagement and marketing strategies that increase utilization, adoption, and perceived value.

• Serve as the voice of the client by identifying emerging needs, informing service enhancements, and sharing market intelligence.

• Lead retention and growth strategies for the organization's most significant Strategic client relationships, including complex stakeholder environments, competitive reviews, and multi year partnership planning.

• Serve as the primary point of coordination for client issue resolution, engaging internal partners to address concerns, uncover underlying causes, and improve the overall client experience.

• Consistently achieve assigned quota targets through proactive account management, renewal execution, upsell/cross-sell strategies, and client advocacy.

• Serve as the strategic leader for Bright Horizons' law firm client segment, developing and executing a company-wide strategy that advances client retention, growth, market differentiation, and industry influence.

• Monitor emerging trends, workforce challenges, and competitive dynamics impacting law firms and translate insights into actionable strategies, recommendations, and growth opportunities.

• Develop and deliver thought leadership focused on caregiver support, workforce participation, talent retention, and employee well-being within the legal industry.

• Lead monthly internal law firm strategy forums that facilitate knowledge sharing, market insights, best practice dissemination, and alignment across cross-functional teams.

• Partner with Product, Marketing, Operations, and Sales leaders to identify opportunities to strengthen solutions and value propositions for law firm clients.

• Design and execute client engagement strategies that bring law firm clients together through networking events, executive roundtables, benchmarking opportunities, and peer-to-peer learning forums.

• Represent Bright Horizons at industry conferences, association events, and law firm forums to strengthen market presence, build relationships, and identify emerging business opportunities.

• Serve as the internal subject matter expert on the legal industry, advising senior leaders on market trends, client priorities, and strategic opportunities.

Minimum Qualifications:

• 8-10 years of strategic account management, consulting, client success, workforce solutions, or related B2B relationship management experience.

• Bachelors degree
• In lieu of a degree, an additional 7 years of experience may be considered

Preferred Qualifications:

• Demonstrated success managing large, complex client relationships, leading renewal and growth strategies, and influencing executive stakeholders.

• Demonstrated experience supporting, consulting with, or managing relationships within the legal professional services sector, or similarly complex client environments preferred.

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