Customer Success Manager (SMB)

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 to join our team as a Customer Success Manager (SMB) or Customer Success Specialist (internal designation). The Customer Success Specialist will be responsible for establishing long-term B2B relationships with our SMB clients to drive retention, expansion, and end-user engagement. You will work closely with BioRender users to ensure they have the most optimal experience using our product. 

You will be successful in this role with

• Exceptional customer curiosity: You are genuinely interested in learning about the clients we serve, their goals, and their science communication pain points

• Strong organization and prioritization: You can use a compelling process to stay productive and prioritize based on the changing needs of our customers and our projects. You are flexible, can quickly establish creative solutions to complex problems and are not afraid of pivoting

• Flexible and adaptable: Comfortable in a dynamic and fast-paced environment, demonstrating resilience and flexibility in adapting to change and working through ambiguity

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

What you'll be doing

• 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

What you bring to the table

• 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

• Strong communication skills, interpersonal skills and attention to detail

• Excellent organizational skills and ability to manage and prioritize multiple projects

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

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.