Associate Director of Client Success

Job Summary:

Responsibilities:

• Lead and mentor a team of Client Success Managers, fostering a culture of excellence and continuous improvement. Critical to success is the ability to direct the onboarding, orientation and training of our Client Success Professionals. 
• Support and develop strategic relationships with key clients, acting as their trusted advisor and business partner.
• Drive client retention and growth by developing success plans, monitoring key metrics, and identifying expansion opportunities.
• Monitor the client lifecycle, ensuring smooth onboarding, adoption, and successful renewals.
• Foster the collaboration of sales, product, and support teams to improve customer experiences and address client needs.
• Validate insights from client key performance indicators, feedback and market trends trends to maximize client outcomes
• Advocate for clients internally, ensuring feedback influences product development and service enhancements.
• Establish and refine the adoption of best practices, processes, and frameworks for the client success team.
• Serving as a point of escalation for key client initiatives and decision making.

Requirements:

• 7+ years of experience in client success, account management, or customer relationship management, with at least 2+ years in a leadership role.
• Proven track record of managing high-value client relationships and driving business outcomes.
• Strong leadership and coaching skills with the ability to develop and empower a team.
• Excellent communication, negotiation, and relationship-building abilities.
• Proficiency in CRM and client success tools (e.g., Salesforce)
• Strategic mindset with a data-driven approach to decision-making.

Preferred Qualifications:

• Experience in pharmaceutical/HCP advertising, or healthcare, or medical/legal/regulatory review process
• Background in consultative sales, business strategy, or revenue management.
• Experience managing global or enterprise-level accounts