Customer Success Manager | SMB (Industry)

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not provided

BioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. We’re seeking a proactive professional to join our team as an Industry Customer Success Manager (SMB), also known internally as a Customer Success Specialist. In this role, you will be responsible for building and maintaining strong B2B relationships with our SMB clients, driving retention, expansion, and user engagement. You will collaborate closely with BioRender users to ensure they have the best possible experience with our product.

Requirements

• 1-2 years of experience in customer success or account management
• Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs
• BSc or Master’s degree in Life Sciences, or relevant experience in science knowledge translation
• 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 customer and project needs
• 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 client needs through discovery calls.
  • Maintain partnerships with high-spend clients.
  • Proactively promote ongoing engagement with end-users.
• Strategic Account Management:
  • Deliver value that delights users to drive engagement, encourage annual subscription renewal, and identify revenue growth opportunities.
• Client Onboarding:
  • Provide personalized training to clients by delivering webinars specializing in science communication topics.
• BioRender Product Expert:
  • Speak to new and existing users of the platform to showcase new features.
• Interdepartmental Liaison:
  • Connect with various internal teams to ensure customer needs are fulfilled.
  • Contribute to the product.
  • Assist other teams.
• Create BioRender Champions:
  • Cultivate customer advocates.
  • Understand user-critical use cases for product feedback.
  • Engage with customers for speaking opportunities.
  • Run marketing activities.

Application Instructions

• Not provided