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