Customer Success Manager, Scaled

You will be successful in this role with:

• Excellent Prioritization and Strategic Account Management: Implement a mix of high-touch and digital customer engagement strategies. Articulate the value realized by customers and help them achieve their business objectives and deliver on BioRender’s commercial outcomes
• A continuous improvement approach: having a growth mindset that is open to continuous feedback and can help drive internal process improvements
• 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: uses a compelling process to stay productive and focused in the face of adversity, while honouring their commitments to customers and our internal teams

What you'll be doing:

• Managing a scaled portofolio to deliver on commercial outcomes - Retention, Expansion, CSQL’s as well as build customer advocacy
• Leveraging multiple tools to proactively manage a book of business comprising SMB clients at scale and position yourself as a trusted, strategic partner
• Uncover client needs, facilitate training, track adoption and engagement, deliver on client objectives to secure renewal of annual subscription and growth within accounts.
• Understand user satisfaction and track NPS scores and customer health to prevent churn and understand where we can improve and address user requests
• Onboard end users to the platform and demonstrate platform features to senior decision makers
• 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
• Demonstrable track record of delivering and exceeding expectations on key commercial metrics like Retention and Expansion
• Excellent organizational skills and ability to manage a scaled portfolio
• Strong interpersonal skills and attention to detail
• Comfortability communicating with stakeholders at varying levels
• Experience in Biotechnology or working with Academic institutions is an asset

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.