Job Details

Description

Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives. Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients: 

• Accelerate the drug development cycle 
• Assess competition and bring the right drugs to market 
• Make data driven commercial and financial decisions
• Match and recruit patients for clinical trials
• Identify and address barriers to therapies

  Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella's investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.

Job description:

Client Success is a global organization focused on driving customer value, engagement, and retention across the full customer lifecycle. The Mid-Market Client Success Manager partners with biotech and biopharma customers—including pre-revenue, emerging, small, and mid-size pharmaceutical companies—to ensure strong onboarding, adoption, and long-term value realization. This role combines commercial accountability, operational rigor, and proactive customer engagement, operating across a scaled Mid-Market portfolio and working closely with Sales, Product, and internal partners to support customer success and revenue retention.      

Responsibilities:

• Partner with customers regarding product questions, probing to understand underlying business needs.
• Own a scaled Mid-Market book of business (~$2M ARR).
• Ensure optimal onboarding within the first 30 days.
• Deliver proactive engagement strategies to drive adoption.
• Monitor account health and mitigate renewal risk.
• Own renewal and retention outcomes.
• Partner with Sales on account strategy and renewals.
• Identify upsell and cross-sell opportunities.
• Maintain product fluency across Norstella's portfolio.
• Act as the voice of the customer.
• Maintain accurate documentation and revenue forecasts.
• Contribute to process improvement initiatives.
• Ad hoc duties as assigned

Expected outcomes:

• Ownership of engagement, retention, and renewal outcomes.
• Successful onboarding with documented success criteria in 30 days.
• Strong, trusted customer relationships.
• Proactive renewal risk mitigation.
• Achievement of gross and net renewal retention goals.
• Recognition as a strong cross-functional partner.

How You'll Succeed

• Operate as a trusted internal and external partner.
• Execute proactive account plans.
• Manage multiple customers efficiently.
• Maintain strong system hygiene and forecasting.
• Thrive in a dynamic, fast-changing environment.

Qualifications:

• Customer-focused mindset.
• Experience in Client Success, Account Management, Sales, or Training.
• Strong commercial acumen.
• Excellent communication and problem-solving skills.
• Strong organizational and CRM skills.

Our Guiding Principles for success at Norstella:  01:  Bold, Passionate, and Mission-First   02:  Integrity, Truth, and Reality  03:  Kindness, Empathy, and Grace  04:  Resilience, Mettle, and Perseverance  05:  Humility, Gratitude, and Learning  Please Note - All candidates must be authorized to work in the United States. We do not provide visa sponsorship or transfers. We are not currently accepting candidates who are on an OPT visa.  
Benefits:

• 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

The expected base salary for this position ranges from $65,000 to $74,000 plus commission. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.
Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.

Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we're just as excited about you.   All legitimate roles with Norstella will be posted on Norstella's job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: ...@norstella.com.