Client Success Manager

Overview

Client Success Manager

Location:

Remote, United States

Date Posted:
Mar 11, 2026

Employment Type:

Full Time

Job : R-1769

Description

About Norstella: 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.

About Citeline & Evaluate:

Citeline & Evaluate are part of a global company providing outstanding clinical and regulatory and commercial intelligence solutions and services for the Pharmaceutical, Biotech/Medical Device, Financial and Professional Services sectors. Our data and solutions are used and recognized across the globe as the industry’s gold standard to drive clinical, commercial and regulatory-related decisions and create real-world opportunities for growth. We deliver timely and accurate analysis of reported drug sales, consensus sales forecasts, R&D pipeline, markets, and comprehensive company financials.

Citeline & Evaluate are part of the Norstella family of businesses, helping to smooth access from Pipeline to Patient

The Role:

Client Success is a Global team, with approx. 70 team members based across the UK, US (East & West Coast), Japan, China & India. The Global Client Success team delivers value to our clients by driving customer journeys & engagement strategies, along with managing the health & retention of these clients. The team brings a learning and win together mindset that helps us evolve how we engage with our clients & streamline processes to allow us to scale & drive efficiencies.

The CS team is made up of team members based across the UK, US (East & West Coast), & forms part of the larger Client Success organization. Our Client Success team is passionate about our customers and their business means anticipating their needs, demonstrating our understanding of what actionable value is derived from our platform, and providing highly valued business insights.

Our goal is to exceed their expectations by influencing their decisions & ultimately profitability.

Responsibilities:

• Partner with your customers regarding their questions or requests about the content and functionality of Citeline and Evaluate products; probing to understand underlying business requirements behind the question & to ensure delivery of value.
• Provide deep product expertise to partner with the sales team on renewals and new/additional business development activities, including demonstrating value to both existing and trial users.
• Create smart data touches using our data or product enhancements which you will use as proactive outreach strategies to support account retention, growth and new business activities.
• Using strong Commercial Acumen & deep discovery techniques you will understand their needs & be able to identify leads, creating a pipeline of upsell business.
• Be responsible for the renewal & retention of business within your portfolio.
• Monitor and drive improvement in the health of accounts,…