Client Success Manager

Client Success Manager

Company: Norstella

Location: Remote, United States

Date Posted: Sep 23, 2026

Employment Type: Full Time

Job ID: R-2184

Description

JobDescriptionCSM/AM

JOB DESCRIPTION

C SM / AM

Individualcontributor · Quotacarrier · Full-time

Reporting line: VP, Customer Success & Revenue

THE ROLE

This is not your typical CSM/AM role. You own the full commercial lifecycle of a book of existing customers; from health and adoption all the way through negotiation, renewal, and expansion, across a complex product suite sold into a pharma marketplace that is itself complex and changing fast. You own the account relationship post-sale, freeing up our sellers to focus on selling additional bookings. You are equal parts relationship builder, deal closer, and operator.

You bring the instincts of a great account manager,the commercial edge of a closer, and the mindset of a CSM. You think of yourself as conducting the orchestra across your accounts; coordinating Sales, Product, Strategy, and Legal around the customer. You are energised by using AI to make yourself and your clients more effective, because AI is going to reshape this function & we are hiring people who want to be part of figuring this out.

What success looks like in your first 12 months

• You own the renewal and expansion forecast for your book, and it's accurate.

• You hit your NRR and GRR targets,includingexpansion&multi-year renewals.

• You've changed at least one thing about how you work that moved a metric;a new use of AI in your workflow, a sharper account plan, a better QBR motion.

WHAT YOU OWN

Revenue accountability for your book

Net Revenue Retention

Gross Retention

Expansion ARR

Renewal Rate

Contraction & Churn

Upsell Pipeline

RESPONSIBILITIES

Commercial execution

• Lead and close your own renewals, including multi-year deals

• Negotiate commercial terms and contract structures, including with Procurement, partnering with Legal on redlines and T&Cs

• Build business cases for expansion with your champions

• Partner with Sales on joint account strategy, handoffs, and expansion plays

• Run executive QBRs andmaintainaccount plans for your top accounts, refreshed monthly

Customer outcomes

• Drive adoption and customer health across your book using the team's framework

• Own onboarding for new customers in your portfolio

• Identify at-risk accounts early and drive mitigation,captured in Gainsight, always2 quarters + ahead.

• Develop advocates and references from your strongest customers

• Capture value delivered with clients to support ROI conversations and renewal

Operational rigour

• Deliver accurate monthly renewal & expansion forecasts

• Keep your CRM, account plans, and customer health data current.

• Run Gainsight as the source of truth;CTAs closed on time, value statements logged, and the timelineup to date

• Drive alignment with Sales, Product, and Finance on your accounts

Team contribution

• Operate as a peer to the rest of the CSM/AM team;share what works, pressure-test playbooks, raise the bar collectively

• Bring field signal back to CS Strategy & Ops on what's working and what isn't

AI AND THE FUTURE OF CS

This matters as much for this role as it does for your manager's.

No one knows what CS looks like in two or three years, and we're hiring people who are energised by that, not threatened by it. Renewal agents aren't live in our org today, but they're coming fast. It's unknown yet which segments they'll reshape or how the CSM/AM role evolves alongside them. We need people in the field who are actively looking for ways to be innovative — to hit the number and help us build a leaner, smarter team.

What we need from you:

• You're a personal early adopter & already using AI in your own workflow; prep, forecasting, account research, communication, not waiting to be handed a tool.

• You're a thought partner to your VP and our Strategy lead on what the CSM/AM role looks like in an agent-augmented model; bringing field signal back, pressure-testing ideas, and being willing to reinvent your own role.

• You're motivated by using AI to move faster and smarter, not to protect how things used to work.

If you need a fully-formed playbook before you can move, or if you're attached to a specific vision of how CS "should" work, this won't be the right seat.

WHAT YOU BRING

→ 4–8 years in CS, Account Management, or a combination of both

→ Proventrack record carrying and hitting an individual quota, including closing and negotiating renewals and expansion across multi-stakeholder contracts

→ Commerciallyfluent: comfortable with pricing, contract terms, legal redlines, and revenue math

→ Strongexecutive presence. You can go deep with a technical champion and wide with C-suite executives in your accounts

→ Fluencyselling or supporting complex product suites, ideally into pharma or life sciences. You can navigate a fast-moving, regulated marketplace and speak the customer's language

THE PROFILE WE'RE LOOKING FOR

Relationship-first, revenue-minded

Comfortable at the negotiating table

Accountable to NRR, not just NPS

Runs their book by the numbers

Change-curious, not change-resistant

AI-confident: products & daily workflows

YOU WON'T SUCCEED HERE IF YOU

Think CS is just support with a nicer name

Avoid commercial conversations

Need afully-builtplaybook to operate

Wait for your manager to tell you what to prioritise

Are uncomfortable owning a number

Resist change or dismiss AI as a tool

Our Guiding Principles for success at Norstella:

01: Bold, Passionate, and Mission-First

02: Integrity, Truth, and Reality

03: Kindness, Empathy, and Grace

04: Resilience, Mettle, and Perseverance

05: Humility, Gratitude, and Learning

Benefits:

Medical & Prescription Drug Benefits

Health Savings Account (HSA) or Flexible Spending Accounts (FSA)

Dental & Vision Benefits

Basic Life and AD&D Benefits

401k Retirement Plan with Company Match

Company Paid Short & Long-Term Disability

Paid Parental Leave

Paid Time Off & Company Holidays

Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.

Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you.

All legitimate roles with Norstella will be posted on Norstella’s job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella.

Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: [email protected] .

Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.