Customer Success Manager | Mid-Market (Industry)

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 individual passionate about delivering exceptional experiences to industry clients and transforming how science is communicated. As a Customer Success Manager, you will work closely with BioRender’s industry clients, focusing on customer satisfaction, retention, advocacy, and revenue growth.

You will be successful in this role with:

• Growth mindset and continuous improvement: You embrace feedback and coaching, always seeking opportunities to learn and enhance your approach.

• Deep customer curiosity: You have a genuine interest in understanding our industry clients, their goals, and the challenges they face in science communication.

• Resilience and ownership: You remain focused and productive in the face of challenges, taking full responsibility for delivering on commitments to both customers and internal teams.

What you'll be doing:

• Proactively engage with clients and key decision-makers through emails, calls, and virtual meetings, positioning yourself as a trusted strategic partner.

• Onboard new users by demonstrating platform features to senior decision-makers through client calls, interviews, and training sessions.

• Identify client needs, coordinate training and support, and deliver value-driven solutions to enhance user engagement and drive annual subscription renewals.

• Monitor user satisfaction and track NPS scores to mitigate churn, address user requests, and identify areas for improvement.

• Develop customer advocates, create case studies, and collaborate with users for speaking opportunities and other marketing initiatives.

• Work cross-functionally with teams such as medical illustration, product, and marketing to ensure customer needs are met.

• Continuously seek ways to improve the customer success playbook, contribute to product enhancements, and support other internal teams.

What you bring to the table:

• 3+ years of experience in customer success or account management within a SaaS company

• Strong expertise in hosting virtual webinars, workshops, and other events

• Proficiency in account management metrics, including churn, retention, and NPS

• BSc or Master’s degree in Life Sciences is a plus

• Exceptional organizational skills with the ability to manage multiple projects effectively

• Strong interpersonal skills and keen attention to detail

• Proven experience engaging and building relationships with senior leadership and executives across industry verticals

• Confidence in presenting to large audiences in both virtual and in-person settings

• Willingness to travel up to 10% if required

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.