Client Success Manager

About 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.

Responsibilities

• Revenue accountability for your book
• Net Revenue Retention
• Gross Retention
• Expansion
• ARR Renewal Rate
• Contraction & Churn
• Upsell Pipeline

Qualifications

• 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. You 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

Skills

• You're a personal early adopter & already using AI in your own workflow
• 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
• You're motivated by using AI to move faster and smarter, not to protect how things used to work

Benefits

• US Medical and Prescription Drug Benefits
• Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)
• Dental & Vision Benefits
• Basic Life and AD&D Benefits
• 401k Retirement Plan with Company Match
• Company Paid Short & Long-Term Disability
• Paid Parental Leave
• Paid Time Off & Company Holidays