Enterprise Customer Success Manager

You will be successful in this role with:

• A continuous improvement approach: having a growth mindset that is open to coaching and constant feedback
• Exceptional customer curiosity: You are genuinely interested in learning about the clients we serve, their goals, and their science communication pain points.
• Resilience and an Owner Mindset: uses a compelling process to stay productive and focused in the face of adversity while honouring their commitments to customers and our internal teams.

What you’ll be doing:

• Build long-standing partnerships with daily users and executive stakeholders to understand how customers are using the product, increase their return on investment, and achieve customer business outcomes.
• Successfully lead customers through the onboarding, adoption, value realization and scheduled check-ins, QBRs, and monitor and increase client satisfaction through mutually defined success plans
• Partner with Sales and Product teams to align and execute on account strategy, and ensure the BioRender platform aligns with the needs of sophisticated Enterprise Industry and Academic customers.
• Monitor and analyze usage trends to uncover renewal risks, identify opportunities for contract growth/optimization, drive end-user engagement campaigns and overall engagement strategy
• Identify new business opportunities and develop strategic plans for ensuring customer retention and expansion
• Gain deep knowledge of the BioRender product and assist clients with executing their use cases

What you bring to the table:

• 4+ years of demonstrated Customer Success or Account Management experience in a high-growth SaaS environment with large Enterprise customers.
• Experience driving customer value creation throughout all phases of the customer lifecycle to maximize license consumption, feature usage, and overall business impact – leading to high customer value, advocacy and reference-ability
• Track record of attaining in-depth technical knowledge of product features/capabilities and business model work and aligning it to customer needs.
• Prior life sciences experience and/or Bachelor of Science degree or equivalent is required (e.g. within the fields of life science including biology, biotechnology, biomedical engineering, biochemistry, etc)

Why Join Us?

• 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.