Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Andrea Mancini

Darien,CT

Summary

Accomplished Customer Success leader with a comprehensive background in strategic planning, financial analysis, and operational management. Experienced in guiding cross-functional teams, cultivating organizational expansion, and promoting creativity. Recognized for exceptional leadership qualities, flexibility, and dedication to delivering outcomes. Proficient in engaging stakeholders, implementing change strategies, and maximizing available resources.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Managing Director, Customer Success & Training – Top Accounts

Citeliner / Norstella
01.2023 - 01.2025
  • Led global CSM team of seven, supporting 75 enterprise accounts at top pharmaceutical and medtech companies and their service providers (e.g. Contract Research Organizations, Marketing firms, Consulting). Oversight of 4-person Customer Training Specialist team.
  • Achieved renewal/upsell growth of 5% average, YOY, within a $30-45M customer revenue base.
  • Exceeded business targets annually, with 104-112% attainments.
  • Managed and retained top talent through two years of organizational changes, including multiple acquisitions and company mergers.
  • Fostered deep partnerships with Sales partners and leaders.
  • Strategized with Sales, Product, and Analytics teams to align customer feedback with product development, enhancing platform adoption and customer ROI.
  • Provided monthly renewal forecasts to Citeline leadership and Sales teams.
  • Contributed to Gainsight implementation and adoption by CSM team.

Senior Managing Director, Americas Customer Success

Informa Pharma Intelligence
03.2022 - 12.2022
  • Led award-winning US-based CSM team of five, supporting 150+ accounts with $30M in recurring annual revenue.
  • Scaled the Americas Client Success organization for Citeline, recruiting and mentoring US-based CSMs.
  • Contributed to metrics-driven account management, achieving high customer loyalty and positive Net Promoter Scores.
  • Created value-based account review processes that improved NPS and reduced churn.
  • Leveraged Sales training resources to sharpen team’s selling and executive alignment/presentations.

Managing Director, Customer Success

Informa Pharma Intelligence
01.2021 - 02.2022
  • Promoted to management role in which – over a three-year period – my team contributed to a 12% increase in retention rate (from 86-98%).
  • Enhanced and reconfigured tiered loyalty program for top-paying customers.
  • Implemented metrics-driven account management, achieving high customer loyalty and positive Net Promoter Scores (NPS).
  • Partnered with Sales leadership to integrate customer success into the sales cycle, significantly increasing upsell pipeline and revenue.
  • Earned team “Delighting Customers” Informa award in 2022.

Senior Customer Success Manager, Global Accounts

Informa Pharma Intelligence
12.2018 - 12.2020
  • Served as CSM/primary point of contact for 7-25 global, top clients with total contract value of $30M, and $6M-$10M in recurring, annual contract renewals.
  • Top performer, exceeding targets YOY. In 2020, I achieved a 98% renewal rate with a total 112% target attainment.
  • Forged strong alliances with high-level executives from top Pharma/Medtech/CRO businesses, gaining high NPS and customer praise.
  • Conducted product overviews, executive-level presentations, and quarterly business reviews to ensure continuous alignment with key stakeholder KPIs.
  • Collaborated with Citeline Analyst and Product teams to deliver custom insights and solutions, leading to a 10% increase in subscription usage.
  • Partnered with Sales, Product, and Analytics teams to align customer feedback with product development, enhancing platform adoption and customer ROI.
  • Aligned with GTM team to ensure customer use cases were understood and satisfied by our evolving portfolio of products and services.
  • Partnered with Marketing to create specialized campaigns for clients, resulting in 8% greater product usage within my client base.

Senior Product Specialist

Informa Pharma Intelligence
09.2016 - 12.2018
  • Delivered pre- and post-sales demonstrations and customer implementations for Citeline’s commercially focused databases and digital publications (including Biomedtracker, Datamonitor, Pharmapremia, Meddevicetracker, Scrip, In Vivo).
  • Partnered with Product team to develop the next generation of commercial service offerings by serving up top customers’ feedback and arranging their participation in beta testing.
  • Developed training materials and led workshops for customers and internal teams, improving product adoption and time-to-value.
  • Worked in lock-step with GTM team to craft and deliver tailored client messaging.
  • Facilitated cross-functional communication between clients and product management to drive enhancements based on user feedback.

Consultant / Editor / Writer

AM Consulting
09.2014 - 09.2016
  • Founded independent consulting practice serving Pharma and Medtech service providers with relevant market research and content strategy.
  • Advised start-ups and emerging companies on business development strategies and communications in the biotech sector.
  • Authored industry reports and white papers on Biopharma and MedTech financing, partnerships, and market trends. Top client was Informa Pharma Intelligence, post-acquisition of Elsevier Pharma Intelligence by Informa in 2013.
  • Managed editorial projects and content production, improving clients’ positioning and messaging in scientific markets.

Research Director, Databases

Elsevier Pharma Intelligence
01.2008 - 01.2014
  • Scaled and led the international editorial teams curating Elsevier databases Strategic Transactions (searchable repository of global Pharma and Medtech alliances, M&A, financing activity) and Inteleos (global drug pipeline tracking).
  • Expanded off-shore (India) editorial team by 18%, and led three data expansion projects which, combined, added $2M in annual recurring renewals.
  • Partnered with off-shore team to improve data quality and coverage.
  • Collaborated with IT and product management teams to deliver needed competitive data solutions on time and within budget.

Education

Bachelor of Arts - English

University of Massachusetts Amherst

Skills

  • Client Retention & Expansion
  • Team Management & Mentoring
  • Executive Stakeholder Engagement
  • SaaS/DaaS & Subscription Business Models
  • Business Development & Growth Strategy
  • Cross-Functional Leadership & Team Building
  • Life Science Business Intelligence
  • Strategic Planning & Execution
  • Product Training & Enablement
  • Operational Excellence
  • Strategic leadership
  • Operational excellence

    • Tools & Technology

  • Salesforce
  • Tableau
  • Gainsight

Certification

• Corporate Visions Sales
• Corporate Visions Customer Success Skills
• Pragmatic Marketing Certified – Practical Product Management
• Presentation Skills

Timeline

Senior Managing Director, Customer Success & Training – Top Accounts

Citeliner / Norstella
01.2023 - 01.2025

Senior Managing Director, Americas Customer Success

Informa Pharma Intelligence
03.2022 - 12.2022

Managing Director, Customer Success

Informa Pharma Intelligence
01.2021 - 02.2022

Senior Customer Success Manager, Global Accounts

Informa Pharma Intelligence
12.2018 - 12.2020

Senior Product Specialist

Informa Pharma Intelligence
09.2016 - 12.2018

Consultant / Editor / Writer

AM Consulting
09.2014 - 09.2016

Research Director, Databases

Elsevier Pharma Intelligence
01.2008 - 01.2014

Bachelor of Arts - English

University of Massachusetts Amherst

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Andrea Mancini