Manager, Customer Success Manager

Position Overview

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

BioRender is seeking a Manager, Customer Success to lead a high-performing team in delivering exceptional enterprise customer experiences. You will drive retention, expansion, and engagement, ensuring scientists maximize BioRender’s value. As a strategic and empathetic leader, you’ll mentor your team and collaborate cross-functionally to refine scalable success strategies. Data-driven and process-oriented, you excel in fast-paced environments, leveraging insights to enhance customer outcomes and business impact.

Requirements

• Team Leadership: 1+ years leading a high-performing team of Customer Success Managers in a fast-growing SaaS environment.
• Experience: 5+ years of experience in Customer Success, Account Management, or Sales within a SaaS environment.
• Revenue Outcomes: Proven track record of managing and developing team members to drive key revenue outcomes, including customer retention, expansion, CSQL generation, and forecast accuracy.
• Customer Value: Expertise in customer value creation, guiding customers through all stages of the lifecycle to maximize license adoption, feature utilization, and overall business impact.
• Technical Acumen: Strong technical acumen, with the ability to deeply understand a product’s features, capabilities, and business model, effectively aligning them with customer needs.
• Bonus: Prior experience in life sciences and/or a Bachelor of Science degree (or equivalent) in a related field such as biology, biotechnology, biomedical engineering, or biochemistry.

Responsibilities

• Team Development: Lead and develop a high-performing team of Customer Success Managers, driving 98%+ retention and 180%+ net retention while fostering strong, long-term client relationships.
• Mentorship & Onboarding: Recruit, mentor, and support CSMs in their professional growth, continuously enhancing the onboarding program for new team members.
• Management Framework: Establish a data-driven, standardized management framework that empowers the Customer Success team to consistently achieve key customer outcomes.
• Cross-Functional Collaboration: Collaborate cross-functionally with Product, Sales, Marketing, and Operations to analyze, refine, and optimize BioRender’s Customer Success strategies and playbooks.
• CRM Excellence: Ensure CRM excellence, maintaining strong data hygiene while developing standardized KPIs and dashboards to track team performance and progress.

Application Instructions

• Not provided

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.
• Product: BioRender – a platform for creating scientific figures.
• Impact: BioRender figures have appeared in more than 54,000 publications! BioRender is loved by millions! We have a world-class NPS and a community of loyal users.