AI-Driven Pharma CSM for Growth & Renewals

Norstella Group; United Kingdom; Remote; GBP 70,000 - 100,000; Full time

Benefits offered by this job

25 days annual leave

Volunteer day

Group Life Assurance

Job summary

Norstella is seeking a Senior Customer Success Manager to own the full lifecycle for a book of customers in a remote UK role. You will drive renewals, expansions, and multi-stakeholder negotiations across a complex pharma product suite.

Innovate using AI to improve forecasting, health metrics, and value realization. You will lead executive QBRs, build strategic account plans, and partner with Sales, Product, and Legal to close deals.

Qualifications

• 4–8 years in CS, account management, or a combination of both.
• Proven track record carrying and hitting an individual quota, including renewals and expansions across multi-stakeholder contracts.
• Commercially fluent: pricing, contract terms, legal redlines, and revenue math.
• Strong executive presence with the ability to engage technical champions and C-suite executives.
• Experience selling complex product suites into pharma or life sciences in a fast-moving, regulated marketplace.

Responsibilities

• 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.
• 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, two quarters ahead.
• Develop advocates and references from your strongest customers.
• Capture value delivered with clients to support ROI conversations and renewal.
• Keep your CRM, account plans, and customer health data current; run Gainsight as truth.

Skills

CS experience

Account management

Quota attainment

Pricing & contracts

Executive presence

AI fluency

Pharma / life sciences familiarity

Job description

Norstella is seeking a Senior Customer Success Manager to own the full lifecycle for a book of customers in a remote UK role. You will drive renewals, expansions, and multi-stakeholder negotiations across a complex pharma product suite.

Innovate using AI to improve forecasting, health metrics, and value realization. You will lead executive QBRs, build strategic account plans, and partner with Sales, Product, and Legal to close deals.