Customer Success Manager (Mid-Market)

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Not provided in the description)

BioRender is a company dedicated to accelerating scientific communication and knowledge sharing. They are looking for a proactive Customer Success Manager to focus on customer satisfaction, retention, referenceability, and revenue growth for mid-market accounts. The ideal candidate will have a growth mindset, genuine interest in clients' goals, and a resilient approach to challenges.

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)
• BSc. or Masters in the Life Sciences (preferred)
• Excellent organizational skills and attention to detail
• Strong interpersonal skills

Responsibilities

• Proactively reach out to clients and 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 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 improvements can be made 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 customer needs are being fulfilled
• Seek out opportunities to enhance the customer success playbook, contribute to the product, and assist other teams

Company Information

• Mission: To accelerate the world’s ability to learn, discover, and communicate science.
• Product: BioRender - a platform transforming how science is communicated.
• Impact: BioRender figures have appeared in more than 54,000 publications! BioRender is loved by millions!
• Culture: Mission-driven, collaborative, and focused on improving scientific communication.
• NPS: World-class NPS (Not a specific number provided)