Customer Success Manager, SMB

Summary

BioRender is a company focused on accelerating the world’s ability to learn, discover, and communicate science through collaborative and accessible science communication tools. The Academic Customer Success Manager will build and maintain B2B relationships with SMB clients, driving retention, expansion, renewals, and user engagement. The role also involves onboarding clients, delivering training and webinars, showcasing product features, coordinating with internal teams, and cultivating customer advocates.

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

Skills

• • 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
• • 1–2+ years of experience in customer success or account management
• • Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs
• • Demonstrated success owning the full commercial lifecycle of customer relationships, including end-to-end renewals, contract and pricing negotiations, contract execution, and revenue growth through expansion and upsell opportunities
• • Strong communication, interpersonal, and attention-to-detail skills
• • Excellent organizational abilities with the capability to manage and prioritize multiple projects
• • A BSc or Master's degree in Life Sciences, or relevant experience in science knowledge translation
• • Experience hosting virtual webinars, workshops, or events
• • Extensive experience working with industry customers, preferably in BioTech or Pharma sectors

Qualifications

Must Haves

• • 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
• • 1–2+ years of experience in customer success or account management
• • Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs
• • Demonstrated success owning the full commercial lifecycle of customer relationships, including end-to-end renewals, contract and pricing negotiations, contract execution, and revenue growth through expansion and upsell opportunities
• • Strong communication, interpersonal, and attention-to-detail skills
• • Excellent organizational abilities with the capability to manage and prioritize multiple projects

Nice to Haves

• • A BSc or Master's degree in Life Sciences, or relevant experience in science knowledge translation
• • Experience hosting virtual webinars, workshops, or events
• • Extensive experience working with industry customers, preferably in BioTech or Pharma sectors

Benefits

• Remote-first with team members across Canada and the U.S., offering you the flexibility to work from anywhere.