BioRender is hiring a
Customer Success Manager

Summary

The job description is for a Customer Success Manager (SMB) or Customer Success Specialist at BioRender. The role involves managing B2B relationships with SMB clients, ensuring optimal user experience, and driving retention, expansion, and end-user engagement. The position requires 1-2 years of experience in customer success or account management, a degree in the Life Sciences, strong communication skills, excellent organizational skills, and the ability to manage and prioritize multiple projects.

Requirements

• 1-2 years of experience in a customer success or account management role
• Experience with Customer Success metrics - Retention, Expansion and CSQL’s
• BSc. or Masters in the Life Sciences or relevant Experience in science knowledge translation

Responsibilities

• Client Relationship Management: Proactively reach out to clients & decision makers to position yourself as a trusted and strategic partner. Uncover our full-serve customer needs through discovery calls, maintain partnerships with our high-spend clients and proactively promote ongoing engagement with end-users
• Strategic Account Management: Deliver value that delights our users to drive engagement, encourage renewal of annual subscription and identify revenue growth opportunities
• Client onboarding: Provide personalized training to clients by delivering webinars specializing in science communication topics
• Be a BioRender Product Expert: Speak to new and existing users of our platform to showcase new features
• Act as an Interdepartmental Liaison: Connect with various internal teams to ensure the customers’ needs are being fulfilled, contribute to the product, and assist other teams
• Create BioRender Champions: Cultivate customer advocates, understand user-critical use cases for product feedback, engage with customers for speaking opportunities and run marketing activities

Preferred Qualifications

Experience in hosting virtual webinars, workshops and/or other events is a plus

Benefits

• We are mission-driven, and work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery: BioRender figures have appeared in more than 16,000 publications!
• It’s a product that users love! We have a world-class NPS and a community of loyal fans. Check out our Testimonials page to see what our customers are saying about us: https://biorender.com/testimonials
• We are in the top quartile for profitability and year-over-year revenue growth, with users in 200+ countries
• BioRender is an equal opportunity employer, and an inclusive hiring process and work environment is a part of our DNA
• We’re remote-first and have team members across Canada and the United States. A physical office in Toronto is available, but you have the flexibility to work from anywhere
• We’re backed by top investors, accelerators, and some of the most successful life science entrepreneurs and philanthropists in the world including Y Combinator, Malala Fund founders, and Fifty Years VC
• We are committed to building a warm, inclusive, and diverse environment. Check out how we make sure our employees come first