Citeline – Senior Client Success Manager – Chiyoda, Tokyo – Japan

March 18, 2023
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Job Description

Company Description

Citeline, part of the Norstella group of Pharma information solutions, is one of the world’s leading providers of data and intelligence on clinical trials, drug treatments, medical devices and what’s new in the regulatory and commercial landscape. Relying on us to deliver vital advantage when making critical R&D and commercial decisions, our customers come from over 3000 of the world’s leading pharmaceutical, contract research organizations (CROs), medical technology, biotechnology and healthcare service providers, including the top 10 global pharma and CROs.

From drug and device discovery and development to regulatory approval, and from product launch to lifecycle management, we provide the intelligence and insight to help our customers seize opportunities, mitigate risk and make business-critical decisions, faster. As the pharma and healthcare sector faces unparalleled upheaval, customers rely on our independent advice, enabling them to cut through the clutter and make sense of changing drug development, regulatory and competitive landscapes.

To amplify the ability to make critical decisions, Citeline is proud to become part of Norstella; an organisation that unites the market leading companies Citeline, Evaluate, MMIT, Panalgo and The Dedham Group. Our shared goal is to improve patient access to life-changing therapies. We are stronger together and as a Norstella company, Citeline plays a key role in helping to connect the dots from pipeline to patient.

Job Description

The Senior Client Success Manager (CSM) is responsible for ensuring the successful renewal and relationship management of a portfolio of Informa Pharma Intelligence’s Key/Strategic Accounts. The Senior CSM will ensure the sharing of ideas, innovations, and initiatives with customers, and match these to the customers’ business goals, driving greater business value and alignment between Pharma Intelligence and the customer. As a Senior CSM, you will be a trusted advisor to our largest customers, orchestrating our Platinum or Gold Account services and providing best practice in areas such as Onboarding, Adoption and Usage. The end-result is increased customer satisfaction, retention and growth.

This role will work in very close partnership with key/strategic account managers. In addition, they will have the ability to work both independently and in collaborative, cross-functional teams including Product Management, Marketing, and Editorial.


Ensure the renewal, retention and growth of Informa Pharma Intelligence clients.


As a Senior CSM and part of the Key/Strategic Account team you will be accountable for the client retention and growth of the account. You will promote maximum value from their investment in our services and subscriptions, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.

  • Coach customers to ensure they are leveraging all available services such as Help & Training, Communities, User Groups, webinars etc.
  • Track usage of all products across roles within Key/Strategic Account portfolio and address underutilization and risks through additional training and workshops.  Create and implement a plan with the account team to grow the number of users and overall usage in all target accounts across all services
  • Effectively network within accounts from the C-Level down to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals while working within an Informa account team matrix and evangelizing all Informa capabilities and products.
  • Identify risks to the client achieving their stated business goals and work with the virtual team to build a risk mitigation plan.
  • Provide feedback and key insights (Voice of Customer) pertaining to product usage, product perception and competitors and Communicate new and on-going findings to stakeholders—Account Manager, Product Management, Marketing, Consulting and/or Editorial as appropriate
  • Represent the business at trade events and on client site. This role will entail a majority of time meeting with customers at client sites to network, build and strengthen business relationships, and conduct service reviews / check ins.
  • Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers, partners, and across Informa BI.
  • Evaluate and balance travel needs in order to demonstrate ROI.
  • As part of building your personal brand you will be given the opportunity to:

– Partner with customers in developing their strategic direction

– Build and maintain both global and local relationships internally and with customers

– Work in a highly collaborative and passionate team environment

– Contribute to global and local initiatives

– Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development


  • BA/BSc in science or related discipline
  • 5+ years pharmaceutical industry experience
  • 5+ years relevant experience managing client relationships
  • Strong Interpersonal skills, highly motivated, with a strong orientation toward client relationships
  • Excellent written, verbal and presentation skills a must. Communication skills to translate complex yet informative messaging for clients
  • Highly organized, methodical, and process-driven, demonstrating a drive to improve internal processes whenever possible.
  • Ability to work well independently, and as part of a team
  • Attention to detail, ability to meet deadlines and respond to clients timely.
  • Ability to handle pressure, juggle multiple responsibilities simultaneously, and work well with a diverse customer base and various internal teams
  • Strong knowledge of and familiarity with the Microsoft office suite; able to create client-ready deliverables in Excel and PowerPoint to present fundamental concepts, critical thinking, and analysis.
  • Experience using CRM tools, an advantage
  • Ability to travel globally as required
  • This is a full-time position
  • Up to 50% Travel required

Additional Information

  • You must have the right to work and live in Tokyo, Japan
  • This role is based in Tokyo, Japan

We know that sometimes the ‘perfect candidate’ doesn’t exist, and that people can be put off applying for a job if they don’t fit all the requirements. If you’re excited about working for us and have most of the skills or experience we’re looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.