Manager, Customer Success Manager

BioRender; Canada; Remote; CAD 60,000 - 75,000; Full time

Job summary

An innovative firm is on a mission to enhance scientific communication and discovery. They seek a Manager, Customer Success to lead a talented team, ensuring clients maximize the value of their services. This role involves mentoring, data-driven strategy development, and collaboration across departments to refine customer success initiatives. With a remote-first culture and a commitment to diversity, this is a fantastic opportunity for those passionate about making a difference in science communication. Join a dynamic team where your contributions will directly impact the future of scientific knowledge sharing.

Qualifications

• 1+ years leading Customer Success Managers in a SaaS environment.
• 5+ years in Customer Success or Account Management.

Responsibilities

• Lead a high-performing team to drive customer retention and engagement.
• Collaborate with cross-functional teams to optimize success strategies.

Skills

Customer Success Management

Team Leadership

Data Analysis

SaaS Experience

Client Relationship Management

Education

Bachelor of Science

Tools

CRM Software

Job description

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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!

BioRender is seeking a Manager, Customer Success to lead a high-performing team in delivering exceptional enterprise customer experiences. You will drive retention, expansion, and engagement, ensuring scientists maximize BioRender’s value.

As a strategic and empathetic leader, you’ll mentor your team and collaborate cross-functionally to refine scalable success strategies. Data-driven and process-oriented, you excel in fast-paced environments, leveraging insights to enhance customer outcomes and business impact.

What You'll Be Doing

• Lead and develop a high-performing team of Customer Success Managers, driving 98%+ retention and 180%+ net retention while fostering strong, long-term client relationships.
• Recruit, mentor, and support CSMs in their professional growth, continuously enhancing the onboarding program for new team members.
• Establish a data-driven, standardized management framework that empowers the Customer Success team to consistently achieve key customer outcomes.
• Collaborate cross-functionally with Product, Sales, Marketing, and Operations to analyze, refine, and optimize BioRender’s Customer Success strategies and playbooks.
• Ensure CRM excellence, maintaining strong data hygiene while developing standardized KPIs and dashboards to track team performance and progress.
  
  

What You Bring To The Table

• 1+ years leading a high-performing team of Customer Success Managers in a fast-growing SaaS environment, with a background in organizations that have scaled rapidly.
• 5+ years of experience in Customer Success, Account Management, or Sales within a SaaS environment.
• Proven track record of managing and developing team members to drive key revenue outcomes, including customer retention, expansion, CSQL generation, and forecast accuracy.
• Expertise in customer value creation, guiding customers through all stages of the lifecycle to maximize license adoption, feature utilization, and overall business impact.
• Strong technical acumen, with the ability to deeply understand a product’s features, capabilities, and business model, effectively aligning them with customer needs.
• Bonus: Prior experience in life sciences and/or a Bachelor of Science degree (or equivalent) in a related field such as biology, biotechnology, biomedical engineering, or biochemistry.
  
  

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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