⚡Business Director – Client Success

🏥 Health Tech – Series B Hyper growth

🌎 Hybrid, Short Hills NJ

💲 180,000 – 220,000 Base + Bonus

Interested in joining the leading global network for HCP-exclusive programmatic messaging is transforming the way pharmaceutical brands and healthcare agencies engage with physicians. This award-winning platform delivers unmatched end-to-end targeting and engagement solutions powered by advanced AI-enabled proprietary technology.

They are looking for a Business Director to lead our Customer Success team, combining technical expertise with a proven ability to drive business outcomes. In this senior role, you will enhance client satisfaction, retention, and revenue growth working directly with C-Suite. Key responsibilities include managing customer relationships, leading success initiatives, fostering cross-functional collaboration, and optimizing customer experience. You will also provide strategic insights to guide decisions and improve operational efficiency.
 

👨‍💻 Responsibilities:

• Develop and Execute Customer Success Strategy: Lead the development and execution of a comprehensive customer success strategy that aligns with the company’s business goals, focusing on driving client retention, expansion, and satisfaction.
• Customer Retention and Growth: Set clear retention and growth objectives, define success metrics, and ensure the team meets key milestones to drive client success and loyalty.
• Leadership and Team Development: Build, mentor, and lead a high-performing Customer Success team, cultivating talent and ensuring the team delivers exceptional customer service.
• Customer Advocacy and Relationship Management: Serve as the main point of contact for key clients, ensuring strong relationships and acting as a trusted advisor to promote long-term partnerships.
• Optimize Customer Onboarding and Engagement: Oversee the development and implementation of customer onboarding processes, training programs, and proactive support initiatives to drive product adoption and minimize churn.
• Cross-functional Collaboration: Partner with Sales, Product, and Marketing teams to identify opportunities for upsell, cross-sell, and product enhancements based on customer feedback and business needs.
• Strategic Insights and Reporting: Utilize data and market insights to inform customer strategies, improve the customer experience, and ensure the team delivers value at each stage of the customer lifecycle.
• Budget and Resource Management: Manage the Customer Success department’s budget, optimizing resources to ensure the delivery of exceptional customer experiences while maintaining cost-efficiency.
• Market and Industry Awareness: Stay abreast of industry trends, customer behavior, and competitive landscape to ensure the company remains competitive and aligned with client needs.

👩‍🎓Qualifications:

• 10+ years of leadership experience in Customer Success, Account Management, or Client Services at an AdTech company or media agency – with a focus in healthcare (HCP).
• Proven track record in leading and scaling a Customer Success team, driving client retention, and generating revenue growth through customer-centric strategies.
• Exceptional leadership and communication skills, with the ability to influence and inspire teams, while also engaging effectively with executive stakeholders and key clients.
• Strategic thinker with a data-driven mindset; experience in leveraging analytics and insights to optimize processes and drive customer satisfaction and business growth.
• Collaborative leader with the ability to work cross-functionally across Sales, Product, and Marketing to align on goals and deliver exceptional customer outcomes.
• Strong financial acumen, including the ability to manage budgets, forecast revenue, and ensure efficient allocation of resources.
• Deep understanding of customer needs and the ability to troubleshoot, address challenges, and build long-term value through innovative solutions.
• Experience promoting product value, upselling services, and contributing to overall company growth through successful customer advocacy and relationship management.

⭐ Competencies:

• Accountability for Results: focus on key strategic objectives; accountable for high standards of performance.
• Strategic Thinking & Problem Solving: Make decisions considering the long-term impact on customers, employees, and business
• Patient & Customer Centricity: Maintain an ongoing focus on customer and stakeholder needs, communicating effectively
• Impactful Communication: Communicate with logic, clarity, and respect to achieve the best results
• Respectful Collaboration: Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals
• Empowered Development: Play an active role in professional development as a business imperative

⭐ Benefits

• Competitive salary and bonus
• Stellar health care plan options for you and your family (Medical, Dental & Vision)
• 401K + 4% Matching
• Generous PTO, vacations & sick leave
• Extensive paid parental/maternity leave
• Team events