Director of Client Success

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

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

BranchLab is seeking a strategic and experienced leader to serve as Director of Client Success, responsible for owning the client journey from pre-sales through long-term partnership. This role is central to ensuring clients realize the full value of BranchLab’s AI-native healthcare advertising platform, leading client onboarding, delivering impactful audience strategies, driving retention and renewals, and fostering long-term growth.

The ideal candidate will bring a client-first mindset, operational discipline, and a track record of building trusted partnerships across agency and enterprise accounts. This leader will also partner closely with Sales during pre-sales to ensure audience strategies are tailored to client needs and grounded in BranchLab’s unique capabilities.

Key Responsibilities

• Lead the end-to-end client success function, from onboarding and implementation to ongoing partnership growth and retention.

• Develop and deliver pre-sales audience strategies optimized for health outcomes in collaboration with Sales, tailoring recommendations to client goals and ensuring strong alignment with BranchLab’s platform capabilities.

• Own post-sale execution, ensuring campaigns are optimized for Audience Quality (AQ), Qualified Visitor Rate (QVR) and other key success metrics such as Rx lift, script volume, and media efficiency.

• Build, coach, and scale a high-performance Client Success team, establishing clear playbooks, KPIs, and feedback loops.

• Serve as executive sponsor for key accounts, cultivating trusted relationships with senior stakeholders and acting as a strategic advisor.

• Proactively manage the client lifecycle, including onboarding, training, campaign execution, QBRs, and renewal planning.

• Monitor platform usage, campaign performance, and feedback, translating insights into actionable improvements and client recommendations.

• Identify expansion opportunities by demonstrating platform value, coordinating with Sales for upsell and cross-sell execution.

• Create client advocacy programs, capturing success stories, references, and case studies to support BranchLab’s reputation and growth.

• Partner cross-functionally with Sales, Product, and Marketing to streamline processes and ensure client needs inform roadmap and GTM priorities.

Qualifications & Experience

• 10+ years of experience in Client Success, Account Management, or Customer Strategy roles, preferably in enterprise SaaS, AdTech, and healthcare advertising.

• Proven success building and leading teams that deliver strong client outcomes and commercial results.

• Experience delivering healthcare audience strategy or campaign planning in a sales-support or strategic consulting context.

• Strong executive communication skills, with a history of managing C-level relationships in complex, regulated industries.

• Deep understanding of customer lifecycle best practices, with a data-driven approach to onboarding, engagement, and retention.

• Bachelor’s degree required; MBA or advanced degree is a plus.

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?

BranchLab is reimagining healthcare advertising. Our AI-native, privacy-first platform empowers healthcare brands and agencies to activate audiences based on real-world outcomes, across every media channel. We are a mission-driven team backed by cutting-edge science and committed to transparency, excellence, and a healthier advertising ecosystem.