Director - Customer Success

F-Prime Capital; New Jersey; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Salary Package

Performance-Based Bonuses

Flexible Working Hours

Health Care Benefits

401(k) + Matching

Extensive Paid Parental Leave

Job summary

Doceree in New Jersey, USA seeks a stand-out Manager/Director of Customer Success to lead strategic pharma brand and agency partnerships, delivering exceptional client experiences and measurable outcomes. You will guide cross-functional teams, drive adoption, and steward long-term growth.

You will thrive in a fast-paced, high-growth environment, building relationships, solving complex challenges, and creating lasting customer impact across regions and time zones.

Qualifications

• 6+ years of experience in Customer Success, Account Management, or Client Services in a high-growth AdTech, MarTech, or digital media environment.
• Healthcare/pharma experience strongly preferred.
• Proven success in 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.

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

Customer Success

Account Management

Enterprise relationships

Data-driven

Cross-functional

Job description

About Doceree

Doceree is the world's only AI-powered Operating System for healthcare marketing. We aim to be a catalyst for change, improving healthcare by enabling more meaningful interactions with HCPs. Our patented AI brings deeper context to every HCP touchpoint-understanding who HCPs are, what they're exploring, how they engage, and when they make decisions, all in a privacy-compliant way. With this enriched context, every message becomes clearer, more relevant, and more likely to drive better healthcare outcomes. In our journey of 5 years, we have earned four patents for innovation and even won a Silver award at the Cannes Lions, one of the world's top advertising honors. Over the years, we've also had the opportunity to work with 115+ pharma companies and collaborate with 30+ media publications, 150+ EHR platforms, 2,000+ publisher networks, and 35+ hospitals and health systems. Our ecosystem connects us with more than 6 million verified doctors worldwide. Today, Doceree operates across 25+ countries, with teams based in New Jersey, London, and India.

Technology can connect the fragmented healthcare ecosystem to deliver information when it is most needed to improve patients' outcomes. We are expanding our footprints across the globe and enhancing our services, offering, and developing new products and solutions to address the unmet needs of industry.

Purpose of the Job

We're looking for a standout Manager / Director - Customer Success to lead strategic relationships with our pharma brands and agency partners while delivering exceptional customer experiences that drive long-term growth. You’ll be the trusted advisor helping clients maximize the value of Doceree's AI-powered healthcare marketing platform while partnering cross-functionally to drive execution, innovation, and measurable business outcomes.

You’ll thrive in a fast-paced, high-growth environment where building relationships, solving complex challenges, and creating lasting customer impact are at the heart of everything you do.

Key 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.

Qualifications - Experience, Skills & Education

• 6+ years of experience in Customer Success, Account Management, or Client Services in a high-growth AdTech, MarTech, or digital media environment.
• Healthcare/pharma experience strongly preferred.
• 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.

Key Competencies

• 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.

Why Explore a Career at Doceree

Doceree has been recognized and certified Best places to work NJ 2023 and Great Place to work 2026. If you are passionate about health technology and have a knack for turning complex concepts into compelling narratives, we invite you to apply for this exciting opportunity to contribute to the success of our innovative health tech company.

Doceree USA Benefits

Below are the competitive benefits that will be provided to the selected candidates basis their location.

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

Doceree DEI Vision & Mission

Doceree DEI (Diversity, Equity & Inclusion) is to create and sustain a one team culture globally with a mission to provide equal opportunity to people from diverse social, cultural, physical and psychological backgrounds and do not discriminate on the basis of race, colour, religion, national origin, sex, age, citizenship status, disability status, genetic information, sexual orientation, or gender identity or expression of an otherwise qualified individual, or membership in any other class protected by applicable law. Doceree fosters an inclusive culture by inculcating a sense of belonging within our ONE team through appropriate behaviours, policies and systems, while also being fair to one and all. To support this Doceree has taken formal strides with a 5C model and 4E's pledge, to ensure, encourage and exhibit our commitment to DEI, and move towards our DEI vision.