Client Success Manager

Job description

Job Title: Client Success Manager Job Type: Full-time, Hybrid in office in NYC. Reporting To: CRO 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 transforming healthcare commercialization with Pathwai™, the industry’s first Semantic Activation Platform. Our AI-native technology helps leading healthcare organizations and their agencies make smarter commercialization decisions and connect patients, providers, and caregivers to life-improving therapies and resources. Built for the evolving privacy landscape, BranchLab improves commercialization performance without relying on individual-level health information. By modernizing the industry’s technical infrastructure, we help organizations operate more efficiently and responsibly while improving how healthcare audiences are understood, reached, and engaged. BranchLab is helping build a more intelligent, efficient, and responsible model for healthcare commercialization. THE OPPORTUNITY We're looking for a proactive, client-focused professional who thrives in a fast-paced environment and enjoys solving complex business challenges. The ideal candidate combines strong relationship management skills with analytical thinking and a passion for helping clients achieve measurable results. As a Client Success Manager, you will partner with leading pharmaceutical manufacturers, agencies, and media partners to help them maximize value from BranchLab's platform and services. You will support clients via managed-service and as self-service users of platform solutions, helping organizations successfully onboard, adopt, and scale their use of our technology. You will work across our core solutions, including: - Custom Patient (DTC), Caregiver, HCP, and Consumer Audience Development - Audience Activation across Programmatic, TV, Social, Audio, and Out-of-Home Media - Audience Performance Measurement and Optimization - Outcome-Based Reporting and Analytics - Strategic Audience Planning and Research - Self-Service Audience Design, Activation, and Analytics Workflows You will serve as a trusted advisor to clients, helping them understand how BranchLab's predictive audience technology can improve campaign performance, accelerate activation, and support business growth. Whether supporting enterprise managed-service engagements or driving adoption of our self-service platform, you will play a critical role in ensuring clients achieve measurable business outcomes and realize the full value of their partnership with BranchLab. KEY RESPONSIBILITIES - Own relationships with pharmaceutical manufacturers, healthcare agencies, and media partners, serving as a strategic advisor throughout the client lifecycle. - Lead onboarding and implementation for new clients, ensuring successful adoption of BranchLab solutions and alignment on business objectives. - Partner with clients to define audience strategies, activation plans, success metrics, and measurement approaches. - Deliver regular business reviews that demonstrate campaign performance, audience insights, and return on investment. - Collaborate with Product, Data Science, Operations, and Sales teams to ensure successful execution and continuous client value creation. - Identify opportunities to expand client engagement through additional audience solutions, activation channels, analytics capabilities, and offerings. - Gather client feedback to inform product roadmap priorities and improve the overall customer experience. - Monitor adoption, utilization, retention, and satisfaction metrics while proactively addressing risks and opportunities. 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 - Experience supporting pharmaceutical, healthcare, life sciences, or regulated-industry clients. - Knowledge of healthcare advertising, media activation, audience targeting, or measurement solutions. - Familiarity with programmatic advertising, DSPs, SSPs, data providers, and audience activation workflows. - Experience presenting campaign performance, analytics, or business insights to senior stakeholders. - Understanding of customer success methodologies, enterprise account management, or strategic consulting. - Familiarity with AI-driven analytics, predictive modeling, or audience intelligence platforms. WHY JOIN BRANCHLAB? - Competitive Salary & Comprehensive Benefits - Small, Agile Team – Your work will have a direct impact - Equity Opportunities – Grow with the company