Client Success Manager

About The Role

The Client Success Manager (CSM) at Evaluate plays a pivotal role in managing and expanding relationships with existing clients. This is a full-time, remote position based in the United States, where the successful candidate will own the entire commercial lifecycle of a designated portfolio of accounts. The role involves driving customer health, ensuring adoption, and managing renewals and expansions within a complex and rapidly evolving pharmaceutical marketplace. Unlike traditional account management roles, this position requires a strategic thinker who can coordinate cross-functional teams—including Sales, Product, Legal, and Strategy—to deliver value and foster long-term partnerships. The CSM will be instrumental in utilizing AI tools to enhance workflow efficiency, identify growth opportunities, and anticipate customer needs, thereby shaping the future of client success in a data-driven environment.

Qualifications

• 4–8 years of experience in Customer Success, Account Management, or related roles
• Proven track record of managing and hitting individual sales quotas, including renewals and expansions
• Strong understanding of complex product suites, ideally within pharma or life sciences
• Excellent negotiation skills and experience with multi-stakeholder contracts
• Fluency in pricing, contract terms, legal redlines, and revenue calculations
• Exceptional communication skills with the ability to engage technical and executive audiences
• Comfortable navigating fast-paced, regulated markets and speaking the customer’s language
• Experience with AI tools and a proactive approach to adopting new technologies in workflows
• Ability to develop strategic account plans and deliver impactful executive presentations

Responsibilities

• Lead and close your own renewal negotiations, including multi-year deals
• Partner with legal and procurement teams to negotiate contract terms and commercial structures
• Develop and present business cases for account expansion and upselling opportunities
• Collaborate with Sales on account strategy, handoffs, and joint expansion initiatives
• Conduct regular executive QBRs and maintain up-to-date account plans
• Drive adoption and customer health across your portfolio using established frameworks
• Own onboarding processes for new clients and ensure smooth integration
• Identify at-risk accounts early and implement mitigation strategies, capturing insights in Gainsight
• Build advocate relationships and develop references from satisfied clients
• Document and communicate value delivered to support ROI discussions and renewal processes
• Maintain accurate CRM data, account plans, and customer health metrics
• Ensure timely completion of CTAs, value statements, and account updates within Gainsight
• Align with cross-functional teams including Sales, Product, and Finance to support client success
• Share best practices and contribute to team knowledge sharing efforts
• Provide feedback on AI tools and workflows to continuously improve customer success strategies

Benefits

• Comprehensive medical and prescription drug coverage
• Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)
• Dental and vision insurance plans
• Basic life and accidental death & dismemberment (AD&D) insurance
• 401(k) retirement plan with company matching contributions
• Paid short-term and long-term disability insurance
• Paid parental leave to support new parents
• Paid time off and recognized company holidays

Equal Opportunity

Norstella is an equal opportunity employer committed to fostering an inclusive environment. All applicants will receive equal treatment regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other protected characteristic as defined by applicable federal, state, or local laws. We believe diversity enriches our organization and are dedicated to providing equitable opportunities for all candidates. We encourage individuals from all backgrounds to apply and join our mission to improve patient access and healthcare outcomes worldwide.