Note: The job is a remote job and is open to candidates in USA. BioRender is a mission-driven company focused on improving scientific communication and accelerating scientific discovery. The Customer Success Manager will own a Mid-Market book of business, driving renewals, expansion, adoption, and long-term customer value while partnering with scientific, operational, and procurement stakeholders. The role also involves customer onboarding, account planning, forecasting, and cross-functional collaboration.
Responsibilities
- Own a Mid-Market book of business while driving renewals, expansion, and long-term customer retention
- Build trusted relationships with scientific, operational, and procurement stakeholders, positioning BioRender as a strategic partner in research and scientific communication
- Proactively identify renewal risks and growth opportunities, forecasting outcomes and partnering with Sales on expansion strategy where appropriate
- Drive customer adoption and value realization by aligning BioRender’s platform to real scientific workflows and institutional needs
- Surface and execute expansion opportunities through data-informed account planning and ongoing customer discovery
- Support onboarding and training as needed, with a focus on accelerating time-to-value rather than reactive support
- Collaborate cross-functionally with Sales, Product, Marketing, and Support to ensure customer needs are met and feedback is shared
Skills
- 3–5+ years of experience in Customer Success, Account Management, or a similar client-facing role within a SaaS environment
- Demonstrated success owning the full commercial lifecycle of customer relationships, including end-to-end renewals, contract and pricing negotiations, contract execution, and revenue growth through expansion and upsell opportunities
- Strong ability to engage senior scientific and operational stakeholders and tailor value messaging to diverse audiences
- Familiarity with Customer Success metrics such as retention, expansion, renewal forecasting, and pipeline contribution
- Excellent communication, organization, and prioritization skills
- Willingness to travel as needed (up to 20%)
- BSc or Master's degree in Life Sciences is a plus
Benefits
- Remote-first work arrangement with flexibility to work from anywhere in Canada or the U.S.
Company Overview