BioRender is hiring a
Customer Success Manager

Summary

The job description is for a Customer Success Manager at BioRender, a mission-driven company that aims to improve scientific communication and accelerate scientific discovery. The role involves managing a scaled portfolio, focusing on customer satisfaction, retention, and revenue growth. The candidate should have prior experience in customer success or account management for a SaaS company, with a track record of delivering commercial metrics like Retention and Expansion.

Requirements

• 3+ years of experience in customer success or account management for a SaaS company
• Demonstrable track record of delivering and exceeding expectations on key commercial metrics like Retention and Expansion
• Excellent organizational skills and ability to manage a scaled portfolio
• Strong interpersonal skills and attention to detail
• Comfortability communicating with stakeholders at varying levels

Responsibilities

• Manage a scaled portfolio to deliver on commercial outcomes - Retention, Expansion, CSQL’s as well as build customer advocacy
• Leverage multiple tools to proactively manage a book of business comprising SMB clients at scale and position yourself as a trusted, strategic partner
• Uncover client needs, facilitate training, track adoption and engagement, deliver on client objectives to secure renewal of annual subscription and growth within accounts
• Understand user satisfaction and track NPS scores and customer health to prevent churn and understand where we can improve and address user requests
• Onboard end users to the platform and demonstrate platform features to senior decision makers
• Cultivate customer advocates, develop case studies, and engage with customers for speaking opportunities and other marketing activities
• Liaise with various teams (i.e. medical illustration team, product, marketing, etc.) to ensure the customers’ needs are being fulfilled
• Seek out opportunities to enhance the customer success playbook, contribute to the product, and assist other teams

Preferred Qualifications

Experience in Biotechnology or working with Academic institutions is an asset

Benefits

• Remote-first work environment with team members across Canada and the United States
• Flexibility to work from anywhere
• Backed by top investors, accelerators, and some of the most successful life science entrepreneurs and philanthropists in the world
• Inclusive hiring process and work environment