Customer Success Manager (Mid-market)

You will be successful in this role with:

• A continuous improvement approach: You have a growth mindset and you’re open to coaching and continuous feedback
• Exceptional customer curiosity: You have a genuine interest in learning about the clients we serve, their goals, and their science communication pain points
• Resilience and an owner mindset: You use a compelling process to stay productive and focused in the face of adversity, while honouring your commitments to customers and internal teams

What you'll be doing:

• Proactively reach out to clients decision-makers to position yourself as a trusted and strategic partner (e.g. emailing, calling, virtual meetings)
• Onboard new users to the platform and demonstrate platform features to senior decision-makers (e.g. client calls, interviews, training sessions)
• Uncover client needs, line up training and support, and deliver value that delights our users to drive engagement and encourage the renewal of annual subscriptions (e.g. conduct client discovery, build a support plan)
• Understand user satisfaction and track NPS scores to prevent churn and understand where we can improve and address user requests
• Cultivate customer advocates, develop case studies, and engage with customers for speaking opportunities and other marketing activities
• Liaise with various teams (i.e. medical illustration team, product, marketing, etc.) to ensure the customers’ needs are being fulfilled
• Seek out opportunities to enhance the customer success playbook, contribute to the product, and assist other teams

What you bring to the table:

• 3+ years of experience in customer success or account management for a SaaS company
• Strong proficiency in hosting virtual webinars, workshops, or other events
• Knowledge of account management metrics (including churn, retention, and NPS)
• BSc. or Masters in the Life Sciences is a plus
• Excellent organizational skills and ability to manage multiple projects
• Strong interpersonal skills and attention to detail

Why Join Us?

• We are mission-driven, and work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery: BioRender figures have appeared in more than 16,000 publications!
• It’s a product that users love! We have a world-class NPS and a community of loyal fans. Check out our Testimonials page to see what our customers are saying about us: https://biorender.com/testimonials/
• We are in the top quartile for profitability and year-over-year revenue growth, with users in 200+ countries.
• BioRender is an equal opportunity employer, and an inclusive hiring process and work environment is a part of our DNA.
• We’re remote-first and have team members across Canada and the United States. A physical office in Toronto is available, but you have the flexibility to work from anywhere.
• We’re backed by top investors, accelerators, and some of the most successful life science entrepreneurs and philanthropists in the world including Y Combinator, Malala Fund founders, and Fifty Years VC.
• We are committed to building a warm, inclusive, and diverse environment. Check out how we make sure our employees come first.