Client Success Manager

Client Success Manager

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 Q  motion.

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…