Strategic Client Success Manager

Company:
Evaluate

Location:

Remote, United Kingdom
Date Posted:
Oct 21, 2026

Employment Type:

Full Time
Job : R-2204

THE ROLE

This is not your typical CSM 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 sellin g 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.

• 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 renewal s .
• 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.

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

• 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

• Operate as a peer to the rest of the CSM/AM tea m ; 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…