Client Success Manager

Description


Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle - from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.

• Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:
• Accelerate the drug development cycle
• Assess competition and bring the right drugs to market
• Make data driven commercial and financial decisions
• Match and recruit patients for clinical trials
• Identify and address barriers to therapies

Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella's investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.


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, including expansion & 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 and maintain account 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, always 2 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 timeline up 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 energized 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

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

Commercially fluent: comfortable with pricing, contract terms, legal redlines, and revenue math

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

Fluency selling 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 a fully-built playbook to operate


Wait for your manager to tell you what to prioritize


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: US

• Medical and Prescription Drug Benefits
• Health Savings Accounts (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] .