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Director of Client Success (Remote)
Job Description
At Talentcare, we are redefining talent acquisition through AI-driven solutions that improve hiring outcomes and candidate engagement. We are seeking a strategic, operationally minded leader to lead our Client Success function. Reporting directly to the CTO, this role is responsible for driving client satisfaction and retention while ensuring clients realize measurable hiring outcomes through the adoption of our AI-powered platform.
This role also oversees key operational functions, including coordination with our external IT partner, leading cross-functional initiatives, and supporting SOC 2 compliance efforts. The ideal candidate operates at the intersection of client experience, systems, and AI-driven insights, ensuring both our customers and internal teams are supported, efficient, and continuously improving hiring outcomes.
Talentcare Full-Time Employee Benefits Include:
This role also oversees key operational functions, including coordination with our external IT partner, leading cross-functional initiatives, and supporting SOC 2 compliance efforts. The ideal candidate operates at the intersection of client experience, systems, and AI-driven insights, ensuring both our customers and internal teams are supported, efficient, and continuously improving hiring outcomes.
Talentcare Full-Time Employee Benefits Include:
- Unlimited PTO
- Day off during the week of your birthday!
- Medical, Dental, & Vision - eligibility begins 30 days after your first day of employment
- 17 Paid Holidays
- 401K
- 100% Company-Paid Short-Term & Long-Term Disability
Responsibilities
Key Responsibilities
- Oversee the client success team, including task management, training, hiring, and performance.
- Oversee onboarding, system configuration, and training for new clients.
- Manage tier 1 support and escalations across channels.
- Assist clients with configuration, functionality, and recruiting strategy.
- Monitor team KPIs, including retention, response times, and SLAs.
- Identify issues and implement scalable process improvements.
- Ensure high client satisfaction and retention.
- Oversee internal employee IT needs and coordinate with external IT partner.
- Lead cross-functional projects across client success and operations.
- Support SOC 2 compliance, including documentation and audit readiness.
- Interpret AI-generated outputs (candidate scoring, engagement signals) to guide client recommendations.
- Educate clients on using AI-driven insights and translate outputs into actionable guidance.
- Capture feedback on AI performance to inform product and ML improvements.
- Monitor the effectiveness of the AI workflow and identify gaps or inconsistencies.
- Support experimentation and iteration in AI-driven processes.
Skills & Qualifications
Required Qualifications
- Experience supporting SaaS applications across diverse clients.
- Experience in talent acquisition or with applicant tracking systems.
- Experience leading and managing teams.
- Strong customer first mindset.
- Metric driven with focus on KPIs and outcomes.
- Familiarity with HubSpot and Atlassian tools.
- Experience contributing to SOC 2 compliance or audits.
- Experience overseeing outsourced IT operations.
- Demonstrated project management experience across cross-functional initiatives.
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