What are the responsibilities and job description for the Director of Client Success position at TALON?
This position is fully on-site, in a fast-paced environment that requires initiative, flexibility, and strong collaboration. Please note: Remote or hybrid work options are not available for this role.
About TALON
As the industry pioneer in transparent healthcare pricing, we are experts in leveraging price transparency and consumer-centric principles to produce optimal outcomes. We've built the ultimate suite of software services designed to protect healthcare consumers from overpaying for care. Our innovative tools deliver a market-driven healthcare system, empowering consumers to make smart decisions and control their financial and physical well-being.
Recognized for rapid growth and industry leadership, TALON ranked #4 on the Boston Globe’s “New England’s 50 fastest-growing companies” and earned placement on the Inc. 5000 list in 2024 and 2025.
About the Role
We are seeking a Director of Client Success to own and scale our end-to-end client success function. This role reports to the Executive VP of Product Delivery and is accountable for ensuring clients achieve meaningful outcomes from our products and services—from onboarding through renewal—while building a high-performing Client Success team and strong cross-functional partnerships.
This is a leadership role for someone who combines operational rigor, customer empathy, and accountability-driven execution. You'll lead a team handling all client success functions including onboarding and implementation, training, support, and account management.
The person in this role will be a member of the Product Delivery leadership team, which is collectively responsible for driving consistent and reliable delivery to support the company’s rapid growth.
Core Accountabilities
Leadership & Accountability
- Lead, manage, and hold the Client Success team accountable to clear outcomes and standards.
- Build a scalable Client Success operating model, including roles, processes, tools, and metrics.
- Foster a culture of ownership, clarity, and continuous improvement.
Client Onboarding
- Own the client onboarding experience end-to-end, ensuring timely, consistent, and high-quality delivery.
- Partner with Product, Engineering, and Operations to ensure smooth handoffs and clear expectations.
- Leverage the Rocketlane onboarding platform to drive consistency, transparency, and accountability.
- Continuously improve onboarding processes to reduce time-to-value.
- Establish, monitor, and report on client onboarding metrics.
Client Education
- Ensure clients are effectively educated on our products and best practices.
- Oversee the development of enablement materials, training programs, and ongoing learning experiences.
- Drive proactive engagement that empowers clients to be successful.
Adoption, Satisfaction, and Renewal
- Own client adoption, satisfaction, retention, and renewal outcomes.
- Define and track success metrics (e.g., adoption, health scores, renewals).
- Identify risks early and lead mitigation efforts to protect client relationships and revenue.
Issue Resolution & Advocacy
- Serve as the escalation point for complex client issues.
- Ensure client issues are resolved effectively and root causes are addressed.
- Act as the voice of the customer internally, influencing priorities across Product, Engineering, and Operations.
What We're Looking For
- Proven experience leading Client Success, Customer Success, or Client Services teams.
- Strong people leadership and accountability-driven management style.
- Experience owning onboarding, adoption, and renewal outcomes.
- Excellent cross-functional project management and collaboration skills.
- Comfort operating in a growing, evolving organization.
Company Benefits
- Incentive Stock Options in a high-growth, “scale-up” company
- Paid Time Off and Company Holidays
- Medical Insurance with a fully funded individual or family Health Savings Account (HSA)
- 401(k) retirement plan
Join us on our mission to educate, empower, and incentivize the American healthcare consumer to meaningfully reduce costs and create a healthier ecosystem.