Customer Success Manager

Summary

The job is for a proactive Customer Success Manager to work closely with BioRender's mid-market accounts, focusing on customer satisfaction, retention, and revenue growth. The ideal candidate has 3+ years of experience in customer success or account management for a SaaS company, strong proficiency in hosting virtual webinars, workshops, or other events, knowledge of account management metrics, excellent organizational skills, interpersonal skills, and attention to detail.

Requirements

• 3+ years of experience in customer success or account management for a SaaS company
• Strong proficiency in hosting virtual webinars, workshops, or other events
• Knowledge of account management metrics (including churn, retention, and NPS)

Responsibilities

• Proactively reach out to clients & decision-makers to position yourself as a trusted and strategic partner (e.g. emailing, calling, virtual meetings)
• Onboard new users to the platform and demonstrate platform features to senior decision-makers (e.g. client calls, interviews, training sessions)
• Uncover client needs, line up training and support, and deliver value that delights our users to drive engagement and encourage the renewal of annual subscriptions (e.g. conduct client discovery, build a support plan)
• Understand user satisfaction and track NPS scores to prevent churn and understand where we can improve and address user requests
• 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

BSc. or Masters in the Life Sciences is a plus

Benefits

• Flexibility to work from anywhere
• Backed by top investors, accelerators, and some of the most successful life science entrepreneurs and philanthropists in the world