[Remote] Director - Customer Success

Note: The job is a remote job and is open to candidates in USA. Doceree is the world's only AI-powered Operating System for healthcare marketing, aiming to improve healthcare through meaningful interactions with HCPs. The Director of Customer Success will lead strategic relationships with pharma brands and agency partners, ensuring exceptional customer experiences and driving long-term growth through collaboration and innovation.

Responsibilities

• Work closely with Sales, Ad Ops, RFP, and Product teams to drive value for clients
• Own end-to-end client lifecycle: onboarding, implementation, campaign execution, retention, and satisfaction
• Define and track key performance metrics for customer satisfaction, adoption, growth, and renewal
• Develop and scale Customer Success processes, playbooks, and reporting frameworks to ensure consistent and high-quality service delivery
• Act as the main point of contact for strategic clients across pharma and media agencies
• Deepen client relationships by uncovering needs, identifying growth opportunities, and serving as a trusted advisor to senior stakeholders
• Collaborate with clients to design and execute strategic marketing programs using Doceree’s platform to meet measurable campaign goals
• Gather data and information which can be used to optimize campaigns to target specific audiences
• Manage campaign budgets for advertisers including brands and media agencies, analysing insights and maximizing results
• Anticipate risks and proactively manage escalations to ensure long-term client satisfaction and retention
• Maintain a pulse on regional market trends, industry shifts, and client feedback to inform product development and sales teams
• Represent the voice of the customer internally and champion continuous improvement in products and services

Skills

• 6+ years of experience in Customer Success, Account Management, or Client Services in a high-growth AdTech, MarTech, or digital media environment
• Proven success managing enterprise-level client relationships and driving revenue retention and expansion
• Strong grasp of programmatic advertising, digital marketing metrics, and healthcare marketing dynamics
• Analytical mindset with the ability to derive actionable insights from data and translate them into strategic decisions
• Track record of success working in a start-up or scale-up environment
• Confident communicator with strong presentation, negotiation, and interpersonal skills
• Exceptional attention to detail, ensuring best-in-class service delivery and campaign performance
• Ability to work independently with minimal supervision while also thriving in a collaborative, team-oriented environment
• Proactive and comfortable operating in a fast-paced, evolving environment with a strong sense of ownership and initiative
• Empathetic leader and team player with a collaborative approach across departments and time zones
• Healthcare/pharma experience strongly preferred

Benefits

• Competitive Salary Package
• Performance Based Bonuses
• Generous Leave Policy
• Flexible Working Hours
• Health Care Benefits
• 401K + 4% Matching
• Extensive Paid Parental Leave

Company Overview