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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
- 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
- 3+ years of experience in customer success or account management for a SaaS company
- Strong proficiency in hosting virtual webinars, workshops, or other events
- Knowledge of account management metrics (including churn, retention, and NPS)
- BSc. or Masters in the Life Sciences is a plus
- Excellent organizational skills and ability to manage multiple projects
- Strong interpersonal skills and attention to detail
- We are mission-driven, and work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery: BioRender figures have appeared in more than 16,000 publications!
- It’s a product that users love! We have a world-class NPS and a community of loyal fans. Check out our Testimonials page to see what our customers are saying about us: https://biorender.com/testimonials/
- We are in the top quartile for profitability and year-over-year revenue growth, with users in 200+ countries.
- BioRender is an equal opportunity employer, and an inclusive hiring process and work environment is a part of our DNA.
- 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. Check out how we make sure our employees come first .
Check out what it's like to work at BioRender in Canada and the US !