Associate Director, Client Success

Description

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

Job Summary:

Medscape, a division of WebMD, is the leading online destination for physicians and healthcare professionals worldwide. Medscape develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

We are seeking a dynamic and strategic Associate Director of Client Success to lead a team of client success professionals(a portfolio) to enhance client relationships, and ensure long-term customer success. In this role, you will manage key client accounts, and develop strategies to improve retention, satisfaction, and revenue growth. You will collaborate with internal stakeholders to optimize the client journey, ensuring an exceptional experience that aligns with business objectives.

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
• Collaborate with internal stakeholders, including sales, Client Success Partners and product teams, to improve customer experiences by advocating for the client
• Validate insights from client key performance indicators, feedback and market 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
• Travel to client locations as needed to strengthen relationships and support project success

Requirements:

• 8+ 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