Senior Director, Strategic Client Relations

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.
- Experience developing industry-specific growth strategies, thought leadership initiatives, executive engagement programs, or market development plans preferred.
- Proven ability to influence across matrixed organizations and lead strategic initiatives without direct authority. Ability to travel as required to support strategic client relationships.
- Client Relationship Management: Builds trusted partnerships that drive client satisfaction, loyalty, retention, and long-term strategic value.
- Portfolio Management & Business Growth: Demonstrates success managing complex client portfolios while achieving retention, expansion, and revenue growth objectives.
- Planning & Organizational Effectiveness: Effectively manages priorities, resources, and deadlines with strong attention to detail and execution excellence.
- Adaptability & Prioritization: Thrives in fast-paced environments, balancing competing priorities while maintaining high-quality outcomes.
- Communication & Influencing Skills: Communicates effectively across stakeholder groups, articulating organizational value, strategic priorities, and business solutions.
- Business & Solution Expertise: Maintains comprehensive knowledge of Bright Horizons services and solutions, leveraging expertise to address client needs and identify growth opportunities.
- Customer Focus: Anticipates client needs, delivers exceptional service, and consistently acts to strengthen client engagement and partnership success.
- Strategic Thinking: Connects client goals, workforce challenges, and business opportunities to develop effective strategies and recommendations.
- Industry Leadership & Market Expertise: Maintains deep understanding of law firm workforce trends, business drivers, talent challenges, and competitive dynamics to develop strategic recommendations and market opportunities.
- Thought Leadership & Strategic Influence: Establishes credibility as a trusted advisor through industry expertise, executive-level communication, and development of relevant market insights. Relationship Ecosystem Development: Creates opportunities for client collaboration, peer networking, and community engagement that strengthen partnerships and deliver measurable value to clients.
- Cross-Functional Leadership: Effectively aligns internal stakeholders around industry strategy, market priorities, and client-focused initiatives to achieve business objectives.

At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position.

Be part of a community where people grow, futures are shaped, and lives are changed. We offer the rewards, opportunities, and support you deserve because making a difference goes both ways. We’re changing the world of work and family, and it starts with you. At Bright Horizons, you’re the difference .

Compensation:

The annual salary for this position is between $110,000-$150,000. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

This position is also eligible for a bonus and RSUs.

Also, depending on hire date and subject to applicable eligibility requirements and accrual schedules, new employees in this role receive up to: 9 paid holidays annually; 40 hours of sick time per year based on full-time schedule, and 120 hours of vacation time per year based on full-time schedule (vacation time may be used for sick leave purposes under any applicable state or local sick or safe time law).

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

·       Medical, dental, and vision insurance

·       Paid vacation, sick, holiday, and parental bonding leave

·       401(k) retirement plan

·       Long-term and short-term disability insurance

·       Life insurance

·       Money-saving discounts and financial planning tools

·       Tuition assistance and education coaching

·       Caregiving support and resources for the children and adults in your family

·       Learn more at https://careers.brighthorizons.com/us/en/health-and-wellness

Deadline to apply: This position is anticipated to remain open until 10/21/26

Life at Bright Horizons:

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At Bright Horizons, you’re more than your job title —  you’re the difference . Whether you’re nurturing a child’s first steps or supporting the systems behind the scenes, your work creates real impact. We’re a community that celebrates individuality, invests in your growth, and supports your whole self. Because when you thrive, so do the children, families, and clients we serve. Join us and help build a brighter future — for yourself and for others.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights , Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA) .

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or [email protected] . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.