Description 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 energized 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 prioritize
Are uncomfortable owning a number
Resist change or dismiss AI as a tool
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
