Customer Success Manager (SMB)

Position Overview

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

BioRender is 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.

Requirements

• Experience: 1-2 years of experience in a customer success or account management role.
• Knowledge: Experience with Customer Success metrics - Retention, Expansion and CSQL’s.
• Education: BSc. or Masters in the Life Sciences or a relevant field.
• Skills:
  • Exceptional customer curiosity: Genuine interest in learning about clients, their goals, and their science communication pain points.
  • Strong organization and prioritization: Ability to use a compelling process to stay productive and prioritize based on the changing needs of customers and projects.
  • Flexible and adaptable: Comfortable in a dynamic and fast-paced environment, demonstrating resilience and flexibility in adapting to change and working through ambiguity.
  • Continuous improvement approach: Growth mindset, open to coaching and continuous feedback.

Responsibilities

• Client Relationship Management: Proactively reach out to clients & decision makers to position yourself as a trusted and strategic partner.
• Uncover Customer Needs: Conduct discovery calls to understand client needs and goals.
• Strategic Account Management: Deliver value to clients to drive engagement, encourage renewal of annual subscriptions, and identify revenue growth opportunities.
• Client Onboarding: Provide personalized training to clients through webinars specializing in science communication topics.
• Product Expertise: Speak to new and existing users of the BioRender platform to showcase new features.
• Interdepartmental Liaison: Connect with various internal teams to ensure customer needs are 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.

Application Instructions

• (Application instructions not provided in the description)