Our ideal fit:
- Leadership: Strong ability to motivate, guide, and support a team of customer success managers fostering a positive work environment and driving individual and team performance - including onboarding, adoption, renewal, and upsell.
- Analytical skills: Proficient in using data to identify trends, opportunities, and areas for improvement in customer success operations, ensuring data-driven decision-making and process optimizations.
- Project management: Skilled in planning and executing customer success initiatives and projects, balancing the team's and customers' needs while ensuring timely and efficient delivery of desired outcomes.
- Collaboration and stakeholder management: Adept at working closely with cross-functional partners, including sales, product, and support teams, to drive customer success and satisfaction.
- Communication skills: Exceptional verbal and written communication abilities, enabling clear and concise communication of information to customers, team members, and other stakeholders.
- Empathy and active listening: Understanding and anticipating customer needs, showing genuine concern for their challenges, and taking proactive steps to address their concerns.
- Adaptability: Comfortable in a dynamic and fast-paced environment, demonstrating resilience and flexibility in adapting to change and leading the team through periods of growth or uncertainty. Build critical team functions while executing against quarterly targets.
- Customer-centric mindset: Possess a deep understanding of customer needs and expectations, constantly striving to deliver exceptional customer experiences and exceed customer expectations.
What you’ll be doing:
- Contribute critical leadership guidance and accountability to the CSM team on goal achievement within the first quarter.
- Contribute to critical Customer Success transformation objectives within 3 months, including the hiring process for CSMs.
- Learn the critical use cases for key stakeholder personas.
- Work collaboratively with the Sales team on joint account strategies within 3 months.
- Engaged in complex commercial negotiations and solutioning within 3 months.
- Lead a team that achieves retention, upsell, CSQL targets within 6 months.
- Scale the team by interviewing and hiring CSM candidates and incorporating process improvements and technology-driven engagement within 9 months.
What you bring to the table:
- 3+ years of experience leading and managing high-performing customer success teams in a fast-paced, growth-oriented Saas organization.
- Demonstrated success in implementing process improvements, new strategies, and systems that have resulted in increased customer retention and satisfaction.
- Experience owning renewals and subscription-based upsell processes and outcomes.
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 profitable, funded solely by user growth, and growing more than 200% YoY with users in 200+ countries.
- We're proud that half of our team members are women (including those in leadership positions), and 65% of our team are BIPOC! 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.