Customer Success Manager | SMB

BioRender Inc.

5h • Remote

About The Position

At BioRender, we’re 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 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.

You will be successful in this role with:
Exceptional customer curiosity: You are genuinely interested in learning
about the clients we serve, their goals, and their science communication pain
points
Strong organization and prioritization: You can use a compelling process to
stay productive and prioritize based on our customers' and projects' changing
needs. You are flexible, can quickly establish creative solutions to complex
problems, and are not afraid of pivoting
Flexible and adaptable: Comfortable in a dynamic and fast-paced environment,
demonstrating resilience and flexibility in adapting to change and working
through ambiguity
A continuous improvement approach: You have a growth mindset, and you’re open
to coaching and continuous feedback

Requirements

• 1–2 years of experience in customer success or account management
• Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs
• A BSc or Master’s degree in Life Sciences, or relevant experience in science knowledge translation
• Strong communication, interpersonal, and attention-to-detail skills
• Excellent organizational abilities with the capability to manage and prioritize multiple projects

Nice To Haves

• Experience hosting virtual webinars, workshops, or events is a plus
• Extensive experience working with industry customers, preferably in the BioTech or Pharma sectors

Responsibilities

• Client Relationship Management: Proactively reach out to clients & decision-makers to position yourself as a trusted and strategic partner. Uncover our full-serve customer needs through discovery calls, maintain partnerships with our high-spend clients and proactively promote ongoing engagement with end-users
• Strategic Account Management: Deliver value that delights our 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
• Be a BioRender Product Expert: Speak to new and existing users of our platform to showcase new features
• Act as an Interdepartmental Liaison: Connect with various internal teams to ensure the customers’ needs are being 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

Benefits

• We are mission-driven: we work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery. 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 fans and users in 200+ countries!
• Our company is backed by top investors and accelerators like Y Combinator, and we are on a growth trajectory comparable to many top-performing SaaS companies
• We’re remote-first with team members across Canada and the U.S., offering you the flexibility to work from anywhere.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level