Client Success Manager

Job Title: Client Success Manager
Job Type: Full-time, Hybrid in office in NYC
Reporting To: Director of Client Success
Work Authorization: Applicants must have legal authorization to work in the U.S. without the need for current or future sponsorship

ABOUT BRANCHLAB

BranchLab is an AI-native technology company setting a new standard in privacy-first, outcome-based advertising for healthcare. Our Pathwai™ platform enables pharmaceutical brands, agencies, and media partners to design, activate, and measure audiences defined by real-world outcomes such as prescriptions, diagnoses, or healthcare visits.

By analyzing millions of patient journeys with advanced neural network modeling, Pathwai™ predicts the next likely step in care using non-health data, allowing advertisers to engage patients and caregivers earlier, while protecting consumer privacy. All data is anonymized and aggregated, ensuring compliance across all 50 states.

Our mission is to help healthcare brands achieve measurable performance while connecting more people with the care they need, when it matters most.

THE OPPORTUNITY

We seek a dynamic candidate with an entrepreneurial spirit, demonstrating high agency and adaptability in a fast-paced industry. They are self-motivated, reliable, and passionate about delivering exceptional service and making a positive impact on client outcomes. While professionalism is crucial, we also value a fun and vibrant personality that fosters collaboration and innovation. In summary, we’re looking for a skilled professional who embodies entrepreneurship, agency, adaptability, self-motivation, reliability, and fun, and is inspired to make a meaningful impact in our industry.

KEY RESPONSIBILITIES

• Develop and maintain strong, long-lasting relationships with clients. Understand their business needs, goals, and challenges to effectively address them.

• Guide clients through the onboarding process, ensuring a smooth transition onto our solutions. Provide comprehensive training sessions to empower clients to maximize the value of our products.

• Serve as the main point of contact for client inquiries, requests, and escalations. Proactively address any issues or concerns, and work collaboratively with internal teams to find solutions.

• Drive client retention and renewal efforts by demonstrating the value of our products and services. Monitor client usage and engagement, identifying opportunities for upselling or cross-selling.

• Act as a client advocate within BranchLab, representing their needs and priorities. Gather feedback, insights, and testimonials to continually improve our products and services.

• Develop a deep understanding of BranchLab’s products and services. Stay updated on new features, enhancements, and industry trends to effectively advise clients on best practices.

• Generate regular reports and metrics to track client satisfaction, usage trends, and key performance indicators. Use data-driven insights to inform strategic decisions and drive continuous improvement.

REQUIRED SKILLS & EXPERIENCE

• Bachelor’s degree in related field.

• Proven experience in client-facing roles, such as account management, customer success, or sales.

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.

• Strong problem-solving abilities, with a proactive and solution-oriented mindset.

• Ability to manage multiple clients and priorities simultaneously, with exceptional organizational skills.

• Ability to work in a fast-paced, high-growth environment, balancing strategic vision with execution.

PREFERRED QUALIFICATIONS

• Strong understanding of the advertising technology ecosystem.

• Familiarity with AI-driven technologies and their application in advertising

• Experience leveraging analytics and marketing science to optimize campaign performance and business outcomes.

• Background in managing enterprise platform contracts and driving adoption at scale.

• Knowledge of healthcare data, pharmaceutical marketing, and compliance requirements.

• Experience launching and scaling new products or services while contributing to revenue growth.

WHY JOIN BRANCHLAB?

• Competitive Salary & Comprehensive Benefits

• Small, Agile Team – Your work will have a direct impact

• Equity Opportunities – Grow with the company