TALON · 2 weeks ago
Director of Client Success
Portsmouth, NH
Full-time
Onsite
Director/ExecutiveTALON is an industry pioneer in transparent healthcare pricing, leveraging price transparency to empower consumers in making informed healthcare decisions. The Director of Client Success will lead and scale the client success function, ensuring clients achieve meaningful outcomes through effective onboarding, education, and support.
Computer Software
Responsibilities
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
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
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
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
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
Qualification
Required
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
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
Company
TALON
The time to act is NOW.
Founded in 2014
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Mark Galvin
Founder, President and CEO
Jason Jeffords
CTO
Recent News
2024-04-24
2022-11-03
2022-06-10
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