Director of Strategic Partnerships MOD US

The Director, Strategic Partnerships & Customer Success leads the Customer Success function across an assigned portfolio of Managed Service Provider (MSP) programs, with accountability for customer relationships, program performance, retention, growth, and commercial outcomes.

This role develops and leads a team of Customer Success Managers, serves as a senior relationship and escalation point for MSP leadership, and ensures the team proactively strengthens partnerships, manages risk, and delivers measurable value for customers and the business.

The Director is accountable for retention and expansion across the existing portfolio (GROW), partners with Sales to support net-new business opportunities (GAIN), and oversees contract negotiations, renewals, amendments, and related commercial activities from strategy through execution.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Leadership & Team Development
• Lead, coach, and develop a team of Customer Success Managers.
• Manage performance expectations, KPIs, and accountability aligned with organizational objectives.
• Provide direction and support related to customer relationships, program performance, retention, and
growth.
• Align team resources and priorities based on portfolio and business needs.
• Build team capability and promote a culture of customer focus, collaboration, and accountability.

Customer & Portfolio Management
• Provide strategic oversight of customer relationships, portfolio health, and program performance.
• Serve as a senior relationship and escalation point for MSP leadership and key stakeholders.
• Leverage program data, performance trends, customer feedback, and market insights to drive strategic
conversations and continuous improvement.
• Ensure Customer Success Managers proactively manage program performance, risks, and opportunities.
• Lead or support executive business reviews and strategic customer engagements as appropriate.

Retention & Growth
• Lead strategies focused on customer retention and expansion within the existing portfolio (GROW).
• Partner with Customer Success Managers to identify and advance opportunities to increase market share and expand The Adecco Group’s services within existing relationships.
• Support net-new business efforts (GAIN) by leveraging MSP relationships, market intelligence, and customer insights in partnership with Sales.
• Maintain visibility into portfolio revenue, growth, forecast, and profitability to identify risks and opportunities.
• Leverage strategic relationships and executive sponsorship to strengthen customer partnerships and support business growth. Contract & Commercial Management
• Lead contract renewals, amendments, extensions, and related negotiations through execution.
• Partner with Legal, Finance, Sales, and other stakeholders on pricing, contractual terms, risk, and business considerations.
• Support re-bids, RFPs, RFIs, and other commercial activities related to the existing portfolio as appropriate.

Cross-Functional Partnership
• Partner with Delivery, Workforce Engagement, Sales, and internal support functions to ensure alignment with customer priorities and business objectives. 
• Facilitate resolution of significant customer, program, or performance issues.
• Represent Customer Success in client implementations, strategic initiatives, and continuous improvement efforts.

MINIMUM EDUCATION & EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in business, human resources, management, or a related field, or an equivalent combination of education and relevant professional experience.
• 10+ years of progressive experience in staffing, workforce solutions, MSP account management, customer success, strategic partnerships, or a related field, including responsibility for complex enterprise customers.
• 4+ years of people leadership experience, with demonstrated success developing high-performing teams and overseeing complex enterprise client portfolios.
• Ability to travel approximately 15–20%, based on customer and business needs.

KNOWLEDGE, SKILLS & ABILITIES REQUIREMENTS:

• Deep knowledge of MSP operating models, vendor management systems (VMS), supplier performance management, and service-level agreement (SLA)-driven programs.
• Proven ability to build trusted executive-level relationships and deliver measurable value, retention, and growth across complex enterprise customer portfolios.
• Strong commercial acumen, including experience with contract negotiations, renewals, amendments, pricing, revenue forecasting, and portfolio profitability.
• Demonstrated success developing high-performing teams, establishing clear expectations, and driving accountability for customer and business outcomes.
• Ability to leverage program data, financial performance, customer feedback, and market insights to identify risks, inform strategy, and support decision-making.
• Exceptional executive communication, presentation, negotiation, consultative, and problem-solving skills.
• Demonstrated ability to influence senior stakeholders, navigate ambiguity, and drive alignment across a complex, matrixed organization.
• Ability to translate complex technical, operational, and commercial information into clear recommendations for customers, leaders, and cross-functional partners.
• Strong organizational agility, with the ability to manage competing priorities, resolve complex issues, and lead effectively in a fast-paced environment.
• Working knowledge of applicable employment laws, regulations, and business requirements.
• Proficiency with customer relationship management and sales tools, including Salesforce, as well as Microsoft Word, Excel, PowerPoint, and Outlook.

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.  

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident, and insightful. 

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge, and expertise to grow together.  

Make an impact where it matters most. 

Adecco Group North America, through an impressive portfolio of staffing industry leading brands including Adecco General Staffing, Entegee, Lee Hecht Harrison Professional Recruitment, Modis, and Pontoon is the world’s leading provider of Human Resources solutions.

We are the workforce experts delivering staffing and career service solutions to organizations and individuals across all industries. Collectively we harness the power of some of the greatest talent in the world. That talent and expertise allows us to do business globally and act locally with deep knowledge in niche areas.

Every day, we have more than 100,000 associates on assignment, 30,000 colleagues working internally to support more than 10,000 clients in the United States and Canada. Ensuring our business units are prepared to deliver outstanding service to our associates and clients, the Adecco Group North America team provides a strong infrastructure through our corporate and shared services teams.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adeccogroup.com/privacy-policy/candidate-privacy-information-statement-en

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance

The anticipated annual base salary range for this position is $91,440-$167,640 Compensation varies based on a variety of factors including, but not limited to, experience, education, key skills, and geographic location.  In addition to base salary, the position is also eligible for incentive compensation based on achievements outlined in the compensation plan.

Benefit offerings for full-time employment include medical, dental, vision, term life and AD&D insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans, and a 401k plan or a non-qualified deferred compensation plan. Available paid leave includes Personal Time Off (PTO) on an accrual basis up to 152 hours a year, 10 Paid Holidays, 1 Community Service Day, and up to 6 weeks of Paid Parental Leave.  PTO and holiday hours are prorated based on hire date within the calendar year.

Posting date: 10-11-2026