Director of Client Success & Operations

Company Name:Talent on Tap

Position: Director of Client Success & Operations

Pay Range: $85K - 115K + Total Compensation

Compensation Breakdown

• Base Salary: 75,000–90,000 annually, based on experience
• Annual Range: 85,000–115,000+ total earning potential
• Performance Bonuses: 10,000–25,000+ annual performance bonus tied to Client Retention & Account Health (40%), Operational Execution & Accountability (30%), Onboarding & Launch Performance (20%), and Company Performance (10%)
• Bonus Reviews: Performance tracked monthly with quarterly bonus eligibility

Location: Remote / United States

Schedule

• Full-Time Leadership Position
• Monday–Friday
• Standard business hours with flexibility based on client and leadership needs
• Must be available for scheduled client meetings, onboarding calls, Global Account Reviews, leadership meetings, and escalations

Benefits

• Flexible PTO
• Paid Holidays
• Remote & Flexible Work Environment
• Performance-Based Bonus Opportunities
• Professional Development & Continuing Education
• Behavioral Science & Assessment Training
• Six Working Geniuses Training & Development
• Leadership & Organizational Health Development
• Company-Paid Technology & Software
• Company Events & Leadership Meetings
• Direct Access to Executive Leadership
• Clear Advancement Opportunities as Talent on Tap Scales
• Opportunity to directly influence company systems, processes, client experience, and growth

Requirements

• 3+ years of experience in Client Success, Account Management, Customer Experience, Post-Sale Operations, Recruiting Operations, or a similar leadership role
• 2+ years of experience leading people, departments, processes, or cross-functional initiatives preferred
• Proven experience managing high-value B2B client relationships after the sale
• Demonstrated ability to handle client escalations, difficult conversations, retention risks, and expectation management
• Strong operational and project-management skills with the ability to manage multiple accounts, departments, deadlines, and priorities simultaneously
• Experience establishing KPIs, reviewing performance data, and holding teams accountable to measurable expectations
• Recruiting, Talent Acquisition, SaaS, technology-enabled services, or home-service industry experience preferred
• Working knowledge of behavioral science, behavioral interviewing, organizational health, DISC, Six Working Geniuses, Culture Index, or similar assessment methodologies strongly preferred
• Comfortable learning and working across recruiting software, CRM systems, dashboards, project-management platforms, reporting tools, and communication technology
• Exceptional written and verbal communication skills
• Strong critical-thinking and root-cause problem-solving abilities
• Must be comfortable giving direct feedback and holding others accountable regardless of position or title
• Must be calm, professional, and solutions-focused when dealing with frustrated or dissatisfied clients

Position Summary

Earn 85K–115K+ in total compensation

as the Director of Client Success & Operations at Talent on Tap, owning the client journey from the moment a sale closes through onboarding, launch, Fractional Recruiter handoff, optimization, retention, and renewal. This leadership position sits at the intersection of *client success, recruiting operations, behavioral science, and internal accountability* and plays a critical role in ensuring Talent on Tap delivers what we promise as we continue to scale.

The ideal candidate is a confident client leader, operational thinker, and natural problem-solver who can see the entire chessboard without losing the details. You thrive in an environment where you can *diagnose problems, challenge assumptions, lead difficult conversations, improve systems, and hold people accountable* while creating an exceptional experience for both clients and internal teams.

Core Responsibilities

• Own the complete post-sale client journey from Sales → Onboarding → Account Build → Launch → Fractional Recruiter → Optimization & Retention
• Lead client onboarding and the Talent Value Proposition process, ensuring all required information, expectations, assets, approvals, and strategy are complete before launch
• Coordinate internal departments and ensure clean, complete handoffs throughout the client lifecycle
• Understand the responsibilities, KPIs, deadlines, and deliverables of every internal role that impacts client success
• Hold team members and departments accountable for established processes, communication expectations, deadlines, and deliverables
• Lead recurring Global Account Review Meetings to evaluate account health, candidate flow, recruiting performance, client engagement, advertising results, outstanding actions, and opportunities for optimization
• Identify the root cause behind struggling accounts and determine whether the issue is related to marketing, recruiting, client expectations, compensation, process, communication, internal execution, or another factor
• Create clear action plans with owners, deliverables, and deadlines
• Monitor account health and proactively identify Yellow and Red accounts before problems become cancellations
• Own escalated client conversations and professionally navigate dissatisfaction, expectation resets, internal mistakes, and retention risks
• Maintain strong client relationships without making promises Talent on Tap cannot deliver
• Ensure Fractional Recruiters receive complete accounts and understand the company, position, compensation, requirements, candidate profile, TVP, behavioral profile, recruiting strategy, and client expectations
• Use data, candidate feedback, client feedback, recruiting performance, and behavioral insights to recommend account optimizations
• Identify recurring operational breakdowns and work with leadership to improve SOPs, systems, handoffs, and accountability
• Maintain leadership visibility into client health, retention risks, operational performance, and internal roadblocks
• Help Talent on Tap scale without sacrificing client experience, quality, accountability, or results

Pay: $85,000.00 - $115,000.00 per year

Benefits

• Paid time off
• Professional development assistance

Work Location: Remote