Customer Success Manager | Mid-Market
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At BioRender, we’re on a mission to accelerate the world’s ability to learn, discover, and communicate science — transforming how knowledge is shared and making science open, collaborative, and easily understandable by all.
We’re shaping the future of science communication and are looking for talented individuals to help bring this vision to life
We are looking for a proactive individual dedicated to building product users love and wants to revolutionize how science is communicated to join our company as a Customer Success Manager You will work closely with BioRender's mid-market accounts to focus on customer satisfaction, retention, referenceability, and revenue growth.
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
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