Strategic Client Success Manager

Norstella Group; Grã-Bretanha; Teletrabalho; GBP 70 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

25 days annual leave

Volunteer day

Group Life Assurance

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

CS experience

Account management

Quota attainment

Pricing & contracts

Executive presence

AI fluency

Pharma / life sciences familiarity

Descrição da oferta de emprego

Company: Evaluate
Location: Remote, United Kingdom
Date Posted: Oct 21, 2026
Employment Type: Full Time
Job ID: 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.

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 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 QBR 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 role.
• You're motivated by using AI to move faster and smarter, not to protect how things used to work.

If you need a fully-formed playbook before you can move, or if you're attached to a specific vision of how CS "should" work, this won't be the right seat.

WHAT YOU BRING

→ 4 –8 years in CS, Account Management, or a combination of both

→ Proven track record carrying and hitting an individual quota, including closing and negotiating renewals and expansion across multi-stakeholder contracts

→ Commercially fluent: comfortable with pricing, contract terms, legal redlines, and revenue math

→ Strong executive presence . Y ou can go deep with a technical champion and wide with C-suite executives in your accounts

→ Fluency selling or supporting complex product suites, ideally into pharma or life sciences . Y ou can navigate a fast-moving, regulated marketplace and speak the customer's language

THE PROFILE WE'RE LOOKING FOR

Relationship-first, revenue-minded

Comfortable at the negotiating table

Accountable to NRR, not just NPS

Runs their book by the numbers

Change-curious, not change-resistant

AI-confident: products & daily workflows

YOU WON'T SUCCEED HERE IF YOU

Think CS is just support with a nicer name

Avoid commercial conversations

Need a fully-built playbook to operate

Wait for your manager to tell you what to prioritise

Are uncomfortable owning a number

Resist change or dismiss AI as a tool

Our Guiding Principles for success at Norstella:

• Integrity, Truth, Reality
• Kindness, Empathy, Grace
• Resilience, Mettle, Perseverance
• 25 days annual leave, 4 days for volunteering and a personal day
• Group Life Assurance (100% employer funded)
• Group Income Protection (100% employer funded)
• Other voluntary benefits such as: Dental, Cash Plan, PMI Excess Cover, Health Screening & Critical Illness

Please Note - All candidates must be authorized to work in the UK. We do not provide visa sponsorship or transfers.

Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.