Client Success Manager
Norstella · United States · 3 wk ago
RemoteRemoteOTHRFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes description, responsibilities, what you bring, benefits. No explicit Pay or Schedule. So we should not include Pay or Schedule sections. Also maybe "Qualifications" could be derived from "What You Bring". "Skills" maybe from bullet points. We need to decide sections.
We have:
- About the role: could be the introductory paragraph(s) describing role. Use
About the role
then...
. - Responsibilities: list of duties. Use- .
- Requirements/Qualifications/Skills: The posting has "What You Bring → 4–8 years...", "Proven track record...", "Commercially fluent...", "Strong executive presence...", "Fluency selling or supporting complex product suites...". Also "THE PROFILE WE'RE LOOKING FOR" bullet list: Relationship-first, revenue-minded, etc. Also "YOU WON'T SUCCEED HERE IF YOU ..." maybe not needed. We can combine into Requirements (experience) and Skills (competencies). But we can also have a single "Qualifications" section covering both. The instruction: prefer few substantive sections over many thin ones. So maybe we have About the role, Responsibilities, Qualifications, Benefits. That's four sections.
We need to preserve all substantive information; do not invent or summarize away detail. Must include all details from posting, but we can condense into prose or list as appropriate, but must not lose info. Must not repeat job title as heading. Must not include Job ID etc. Must remove boilerplate: EEO, equal opportunity, scam warning, etc. Also remove duplicated lines, navigation, cookie, legal. So we need to strip those.
Let's extract substantive content:
From description:
Job Description CSM/AM Job Description CSM/AM Individual contributor Quota carrier Full-time Reporting line: VP, Customer Success & Revenue
We can include reporting line maybe in About the role.
"The ROLE" section: paragraphs.
Let's copy the relevant text:
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. 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 renewals.
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
Deliver accurate monthly renewal & expansion forecasts
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
Team contribution
Operate as a peer to the rest of the CSM/AM team; 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. 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. You 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: (list) - but these are boilerplate? Might be considered generic but still substantive? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. Guiding Principles might be considered corporate values; not explicitly excluded. Might keep? But they are generic; but they are part of posting. However they might be considered boilerplate? Not sure. Safer to keep? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Guiding Principles not listed; could keep. But we might decide to include them as part of About the role? Might be too much. However they are not duplicated; they are specific to Norstella. I'd keep them maybe as a short paragraph.
Benefits section: list of benefits.
Now we need to format.
We'll produce:
About the role
... (include reporting line, role description, what success looks like, what you own)
Responsibilities
- ...
Qualifications
... (include What You Bring, The Profile We're Looking For, What We Need From You, Guiding Principles maybe)
Benefits
- ...