Job Title: Director of Client Success
Job Type: Full-time, Hybrid in office in NYC
Location: New York, NY
About Us
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.
Role Overview
The Director of Client Success will be responsible for leading and scaling BranchLab’s client success function, ensuring our pharmaceutical, agency, and media partners achieve measurable outcomes through our AI-native Pathwai™ platform. This leader will serve as a strategic partner to clients, driving adoption, retention, and growth while upholding our commitment to privacy-first, outcome-based healthcare advertising.
In this role, you will oversee a team dedicated to client onboarding, campaign execution, and ongoing optimization. You will partner closely with Sales, Product, and Data Science teams to translate client goals into measurable performance, ensuring BranchLab consistently delivers value and innovation.
The ideal candidate brings a proven track record of leading enterprise client relationships in healthcare, ad tech, or data-driven marketing environments, with the ability to align business outcomes to client needs. This role requires both strategic vision and hands-on leadership to enhance the client experience, strengthen partnerships, and drive long-term success.
Key Responsibilities
Lead, mentor, and inspire a high-performing client success team, fostering a culture of excellence, collaboration, and accountability.
Develop and execute strategies to drive client satisfaction, retention, and expansion opportunities.
Establish strong relationships with key clients, serving as a trusted advisor and advocate for their success.
Proactively identify opportunities to deliver additional value to clients and drive upsell and cross-sell opportunities.
Collaborate with cross-functional teams to develop and execute client success strategies aligned with company objectives.
Utilize data and analytics to monitor client health, identify trends, and develop actionable insights to improve client satisfaction and retention.
Serve as the voice of the client within the organization, advocating for client needs and driving initiatives to address them.
Communicate regularly with senior leadership to provide updates on client success metrics, challenges, and opportunities.
Required Skills & Experience
Proven ability to design and scale client success processes that maximize efficiency and impact.
Strong organizational skills with the ability to manage multiple priorities, balance competing deadlines, and drive best practices.
Track record of advocating for client needs, capturing actionable insights, and collaborating cross-functionally to inform product improvements.
Exceptional relationship-building skills with the ability to nurture long-term partnerships that drive retention, growth, and account expansion.
Comfort operating in a fast-paced, high-growth environment with the ability to balance strategic vision and hands-on 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 work with us?
Competitive Salary & Comprehensive Benefits
Small, Agile Team – Your work will have a direct impact
Equity Opportunities – Grow with the company
Top Skills
What We Do
BranchLab is an AI-native technology company setting a new standard in privacy-first, outcome-based advertising for healthcare. Its platform, Pathwai™ enables brands, agencies, and media partners to design, activate, and measure audiences optimized to real-world outcomes such as prescriptions, diagnoses, or healthcare visits using non-health data.
