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
THE OPPORTUNITYWe 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
