Client Success Manager

Job Title: Client Success Manager
Job Type: Full-time, Hybrid in office in NYC. We have an in-office culture, with a minimum 3 days in the office (Tues-Thurs).
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 building the future of healthcare commercialization.
BranchLab is a healthcare AI company focused on predicting health outcomes to improving how regulated organizations make decisions.
Our mission is to enable better healthcare decisions by applying AI in a way that is privacy-safe, rigorous, and designed for real-world use.

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