Client Success Renewals Specialist

Client Success Renewals Specialist

Company: MMIT

Location:

Remote, United States

Date Posted:
Dec 22, 2025

Employment Type:

Full Time

Job : R-978

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 Client Success Renewals Specialist works in collaboration with the Client Success Operations Manager and Client Success team members in the overall responsibility for MMIT client contract onboarding, adoption, and renewals with the aim of client retention. The CSR will support the Client Success team in key client success initiatives and tactics essential for clients to realize deep value from an ongoing MMIT partnership.

The CSR will leverage their product and contractual knowledge, attention to detail, and highly responsive mindset to deliver on key initiatives aimed at supporting MMIT’s clients.

• Manage Digital Segment client contract renewals occurring on a yearly or multi‑year basis
• Responsible for contract terms review/changes, documentation in Salesforce, partnering with client team, and client communication surrounding the renewal through signature
• Partner with and assist Client Success Managers with segment specific contract renewals throughout the renewal cycle
• Document and report to leadership renewal progress throughout the renewal cycle

• Lead Digital Segment clients through onboarding and adoption of licensed solutions
• Support client with the submission, monitoring, and ensuring resolution of Customer Support and Data Verification tickets
• Escalate urgent client issues using MMIT Client Escalation Pathway
• Collaborate with internal partners to address client questions required for completion of requests
• Prepare standard data extracts from MMIT applications as needed
• Collaborate with Sales Operations to maintain CS dashboards and reports
• Effective collaboration with internal and external stakeholders

• Generate and summarize client data to support internal account health and planning discussions
• Create client‑facing engagement reports (utilization metrics, engagement summary, etc.)
• Prepare engagement summary metrics for client meeting and Executive Business Reviews

• Collaborate with CSM to prepare content for client deliverables and presentations aligning with the client business portfolio and goal alignment (kick‑off meetings, partnership reviews, training presentations, etc.)
• Fill in for CSM on client support inquiries or projects as needed (CSM back‑up for out of office, travel, conflict, etc.)
• Review client‑facing deliverables and configuration settings to ensure alignment with client needs
• Regularly review and maintain client user lists and access to MMIT solutions
• Coordinate maintenance of client application settings and…