Digital Customer Success Manager

BioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. They are seeking a Digital Customer Success Manager to plan and execute a digital-first Customer Success strategy that drives product adoption and enhances customer engagement across various channels.

Responsibilities:

• Owning the strategy, promotion and execution of BioRender’s Customer Webinar program, designed to educate and activate customers on core BioRender functionality and common use cases
• Design and execute multi-channel (email, in-app, SMS, webinar) digital engagement programs that increase depth and breadth of user adoption across full serve accounts
• Leverage available technology platforms (Salesforce, Outreach, Customer.io, Looker, Zapier, Webflow, Amplitude, ChatGPT, Totango) to turn user data into actionable insights and proactive campaigns that improve user awareness and adoption of the BioRender platform
• Partner with and provide scalable solutions for CSMs and CS leadership to identify usage gaps, create engagement triggers, and activate dormant users
• Establish baseline metrics and regularly report out on results of digital experiments and program performance at regular intervals
• Partner closely with Customer Experience, Marketing, Product, Sales, and Internal Enablement to align digital success strategies with the latest product enhancements, messaging, campaigns, and platform innovations

Requirements:

• 3–6 years experience in Digital Customer Success, Scaled CS, Customer Lifecycle Marketing or CS Operations, ideally with a high growth technology firm
• Analytical and process-oriented, comfortable working with data to segment customers, diagnose adoption gaps, and measure program impact
• Innovative and adaptable, always seeking new ways to improve client experience through experimentation and measurement
• Strong operational and automation skills—comfortable building workflows and programs inside customer engagement tooling
• Excellent written communication and ability to translate product value into clear education and engagement
• Experience working with big pharma / biotech / scientific research institutions a plus