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Customer Success Manager
Confirmed live in the last 24 hours
Canada • Remote • United States
Experience Level
Desired Skills
  • 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)
  • Experience in science knowledge translation (e.g. peer-reviewed publications, grant applications, presentations, social media posts) is an asset
  • Excellent organizational skills and ability to manage multiple projects
  • Strong interpersonal skills and attention to detail
  • 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 profitable, funded solely by user growth, and growing more than 200% YoY with users in 200+ countries
  • We're proud that half of our team members are women (including those in leadership positions), and 65% of our team are BIPOC! 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
  • 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
  • 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
Desired Qualifications
  • BSc. or Masters in the Life Sciences is a plus

51-200 employees

Scientific communication & visualization service
Company Overview
Biorender's mission is to empower the world to learn and communicate science faster through visuals.