Customer Success Manager (Mid-Market)

At BioRender, we’re on a mission to accelerate the world’s ability to learn, discover, and communicate science — transforming how knowledge is shared and making science open, collaborative, and easily understandable by all.

We’re shaping the future of science communication and are looking for talented individuals to help bring this vision to life! 🚀

We are looking for a proactive individual dedicated to building product users love and wants to revolutionize how science is communicated to join our company as a Customer Success Manager! You will work closely with BioRender's mid-market accounts to focus on customer satisfaction, retention, referenceability, and revenue growth.

You will be successful in this role with

• A continuous improvement approach: You have a growth mindset and you’re open to coaching and continuous feedback

• Exceptional customer curiosity: You have a genuine interest in learning about the clients we serve, their goals, and their science communication pain points

• Resilience and an owner mindset: You use a compelling process to stay productive and focused in the face of adversity, while honouring your commitments to customers and internal teams

What you'll be doing

• 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

What you bring to the table

• 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) 

• BSc. or Masters in the Life Sciences is a plus

• Excellent organizational skills and ability to manage multiple projects

• Strong interpersonal skills and attention to detail

Why Join Us?

• We are mission-driven: we work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery. BioRender figures have appeared in more than 54,000 publications! 

• BioRender is loved by millions! We have a world-class NPS and a community of loyal fans and users in 200+ countries!

• Our company is backed by top investors and accelerators like Y Combinator, and we are on a growth trajectory comparable to many top-performing SaaS companies 

• We’re remote-first with team members across Canada and the U.S., offering you the flexibility to work from anywhere. 

BioRender is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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