Customer Success Manager | Mid-Market (Industry)

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: Not specified

BioRender is dedicated to accelerating scientific knowledge sharing and communication. We're seeking a proactive Customer Success Manager to focus on client satisfaction, retention, advocacy, and revenue growth. You'll be a trusted strategic partner for our industry clients, helping them leverage BioRender to communicate their science effectively.

Requirements

• 3+ years of experience in customer success or account management within a SaaS company.
• Strong expertise in hosting virtual webinars, workshops, and other events.
• Proficiency in account management metrics, including churn, retention, and NPS.
• Bachelor’s or Master’s degree in Life Sciences (preferred).
• Exceptional organizational skills and the ability to manage multiple projects effectively.
• Strong interpersonal skills and keen attention to detail.
• Proven experience engaging and building relationships with senior leadership and executives.
• Confidence in presenting to large audiences in both virtual and in-person settings.

Responsibilities

• Proactively engage with clients and key decision-makers through emails, calls, and virtual meetings, positioning yourself as a trusted strategic partner.
• Onboard new users by demonstrating platform features to senior decision-makers through client calls, interviews, and training sessions.
• Identify client needs, coordinate training and support, and deliver value-driven solutions to enhance user engagement and drive annual subscription renewals.
• Monitor user satisfaction and track NPS scores to mitigate churn, address user requests, and identify areas for improvement.
• Develop customer advocates, create case studies, and collaborate with users for speaking opportunities and other marketing initiatives.
• Work cross-functionally with teams such as medical illustration, product, and marketing to ensure customer needs are met.
• Continuously seek ways to improve the customer success playbook, contribute to product enhancements, and support other internal teams.

Application Instructions

• Not specified. (Please refer to BioRender's website for application details)

Company Information

• 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.
• Focus: Shaping the future of science communication.