Pharma Account Manager

About Ethos
Ethos is an AI-enabled human readiness platform that identifies and addresses knowledge gaps before they become operational failures. We can quantify skills and competencies critical to an organization, assess the proficiency of a team, and modernize training programs to enable active interventions for individual students, trainers or courses. As a well-funded Series A startup ($40M+ raised), we are trusted by over 150 enterprise customers across sectors including the defense, life sciences, manufacturing, supply chain, and professional sports.

About the Role
We are seeking an experienced Pharmaceutical Account Manager to own and grow our portfolio of pharmaceutical client relationships. This is a farming-focused role — your primary mission is to deepen existing partnerships, drive account expansion, and protect renewals across our pharmaceutical customer base of 20+ logos including major biopharma enterprises.  You will serve as the strategic relationship bridge between our clients’ commercial, medical affairs, clinical and L&D leadership and Ethos’s product, customer success, and technical teams. The ideal candidate brings deep pharmaceutical industry expertise, understands the regulatory and compliance landscape, and has a track record of expanding enterprise SaaS relationships within life sciences organizations.

What You’ll Do/Key Responsibilities

Account Growth & Expansion

• Expand footprint within existing accounts by identifying new business units, therapeutic areas, brands, and use cases for the Ethos platform (commercial training, medical affairs, clinical operations, manufacturing compliance)
• Develop and execute strategic account plans with clear revenue growth targets, stakeholder maps, and expansion roadmaps for each assigned account
• Lead quarterly business reviews (QBRs) with client stakeholders to demonstrate ROI, platform adoption metrics, and opportunities for deeper engagement
• Identify cross-sell and upsell opportunities including AI-powered learning simulations, knowledge extraction services, digital tutors, and advanced analytics packages
• Partner with the sales team to convert pilot programs and single-brand deployments into enterprise-wide agreements

Renewal Management & Account Health

• Own the renewal process end-to-end for all assigned pharmaceutical accounts, targeting 95%+ gross retention and net revenue expansion
• Monitor account health indicators including platform adoption, user engagement, support ticket trends, stakeholder sentiment, and budget cycle timing
• Proactively identify at-risk accounts and develop recovery strategies in partnership with Customer Success and Product teams
• Maintain accurate forecasting and pipeline reporting in CRM for all renewal and expansion opportunities
• Navigate pharmaceutical procurement, legal, and compliance review processes to ensure timely contract execution

Strategic Relationship Management

• Serve as the primary strategic point of contact for assigned pharmaceutical accounts, building trusted advisor relationships with VP/Director-level stakeholders in Commercial, Medical Affairs, L&D, and Compliance
• Understand each client’s organizational structure, therapeutic portfolio, regulatory environment, and strategic priorities to position Ethos as an indispensable partner
• Coordinate with internal teams (Customer Success, Product, Engineering) to ensure client needs are met and expectations are exceeded
• Represent the voice of the pharma customer internally, advocating for product enhancements and roadmap priorities that drive client value
• Stay current on pharmaceutical industry trends including FDA regulatory changes, market access dynamics, commercial launch best practices, and competitive training solutions Industry Engagement & Thought Leadership
• Attend and represent Ethos at pharmaceutical industry conferences, trade shows, and networking events (DIA, LTEN, eyeforpharma, etc.)
• Contribute to the development of pharma-specific case studies, ROI analyses, and reference materials
• Collaborate with Marketing to develop targeted content and campaigns for the pharmaceutical vertical
• Build and leverage a personal network within the pharmaceutical L&D and commercial training ecosystem

Measures of Success

First 90 Days

• Complete onboarding on the Ethos platform, product capabilities, and competitive positioning
• Conduct account health assessments for all assigned pharmaceutical accounts
• Build stakeholder maps and identify key champions and decision-makers across the portfolio
• Deliver first round of introductory QBRs with top-tier accounts

First Year

• Achieve 95%+ gross renewal rate across assigned accounts
• Deliver measurable net revenue expansion through upsell and cross-sell activity
• Establish Ethos as a strategic training partner (not just a vendor) across assigned accounts
• Contribute to at least 2 pharma-specific case studies or reference stories
• Build a repeatable account expansion playbook for the pharmaceutical vertical

Basic Qualifications

• 5+ years of direct experience in the pharmaceutical or biopharma industry in account management, customer success, commercial operations, or a related client-facing role
• 3+ years of experience managing enterprise accounts with demonstrated success in renewals, retention, and revenue expansion within pharma/life sciences organizations
• Deep knowledge of pharmaceutical commercial operations including sales force effectiveness, managed markets, medical affairs, product launches, and compliance/regulatory requirements (FDA, CFR 21 Part 11, GxP)
• Proven ability to build executive-level relationships with pharmaceutical stakeholders (VP, Director, C-Suite) across multiple functional areas
• Experience navigating complex pharmaceutical procurement and contracting processes
• Strong understanding of SaaS business models, recurring revenue metrics, and account health frameworks
• Exceptional communication, presentation, and negotiation skills
• Bachelor’s degree in Business, Life Sciences, or a related field
• Willingness to travel up to 25% for client meetings, QBRs, and industry events

Preferred Qualifications

• Experience with learning management systems (LMS), training technology platforms, or workforce development solutions in pharmaceutical settings
• Background in pharmaceutical sales training, commercial learning & development, or medical education
• Familiarity with AI/ML applications in life sciences or pharmaceutical training contexts
• Experience with pharmaceutical companies undergoing M&A, integration, or organizational transformation
• Knowledge of pharma-specific compliance frameworks including SOPs, validation requirements, and audit readiness
• MBA or advanced degree in a related field
• Existing relationships within the pharmaceutical L&D and commercial training community