Customer Success Manager | SMB (Industry)

BioRender; Canada; Remote; CAD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company dedicated to transforming science communication! As an Industry Customer Success Manager, you'll build strong B2B relationships with SMB clients, driving retention and user engagement. This role is perfect for someone with a passion for customer success and a knack for problem-solving. With a remote-first culture, you’ll enjoy the flexibility to work from anywhere while contributing to a mission that has impacted over 54,000 publications. If you're ready to make a difference in the world of scientific communication, this opportunity is for you!

Qualifications

• 1-2 years of experience in customer success or account management.
• Familiarity with Customer Success metrics like retention and expansion.

Responsibilities

• Manage client relationships and ensure customer satisfaction.
• Provide personalized training and onboarding for clients.
• Act as a liaison between clients and internal teams.

Skills

Customer Success Management

Account Management

Communication Skills

Organizational Skills

Problem-Solving

Education

BSc in Life Sciences

Master’s in Life Sciences

Job description

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 seeking a proactive professional to join our team as an Industry Customer Success Manager (SMB), also known internally as a Customer Success Specialist. In this role, you will be responsible for building and maintaining strong B2B relationships with our SMB clients, driving retention, expansion, and user engagement. You will collaborate closely with BioRender users to ensure they have the best possible experience with our product.

You will be successful in this role with:

• 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

What you'll be doing:

• 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

What you bring to the table:

• 1–2 years of experience in customer success or account management

• Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs

• A BSc or Master’s degree in Life Sciences, or relevant experience in science knowledge translation

• Strong communication, interpersonal, and attention-to-detail skills

• Excellent organizational abilities with the capability to manage and prioritize multiple projects

• Experience hosting virtual webinars, workshops, or events is a plus

• Extensive experience working with industry customers, preferably in the BioTech or Pharma sectors

Why join us?

• We are mission-driven: we work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery. BioRender figures have appeared in more than 54,000 publications!

• BioRender is loved by millions! We have a world-class NPS and a community of loyal fans and users in 200+ countries!

• Our company is backed by top investors and accelerators like Y Combinator, and we are on a growth trajectory comparable to many top-performing SaaS companies

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

BioRender is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.