Customer Success Manager Remote
1 month ago
At BioRender, our mission is to accelerate the world’s ability to learn, discover and communicate science. We are passionate about democratizing science communication in order to accelerate scientific discovery and understanding. We're looking for amazing people to help create the world’s go-to-place and platform where science is communicated. We are looking for a proactive individual, who is dedicated to building a product users love and wants to revolutionize how science is communicated around the world, to join our company as a Customer Success Manager, Scaled 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
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.
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.) Seek out opportunities to enhance the customer success playbook, contribute to the product, and assist other teams
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
~ Experience in Biotechnology or working with Academic institutions is an asset
We are mission-driven, and work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery: We have a world-class NPS and a community of loyal fans. 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.
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