Customer Success Manager | SMB

BioRender is on a mission to transform science communication and make knowledge easily understandable. They are seeking a proactive Academic Customer Success Manager to build and maintain strong B2B relationships with SMB clients, driving retention, expansion, and user engagement.

Responsibilities:

• Proactively reach out to clients & decision-makers to position yourself as a trusted and strategic partner
• Uncover our full-serve customer needs through discovery calls, maintain partnerships with our high-spend clients and proactively promote ongoing engagement with end-users
• Deliver value that delights our users to drive engagement, encourage annual subscription renewal, and identify revenue growth opportunities
• Provide personalized training to clients by delivering webinars specializing in science communication topics
• Speak to new and existing users of our platform to showcase new features
• Connect with various internal teams to ensure the customers’ needs are being fulfilled, contribute to the product, and assist other teams
• Cultivate customer advocates, understand user-critical use cases for product feedback, engage with customers for speaking opportunities and run marketing activities

Requirements:

• 1–2 years of experience in customer success or account management
• Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs
• A BSc or Master's degree in Life Sciences, or relevant experience in science knowledge translation
• Strong communication, interpersonal, and attention-to-detail skills
• Excellent organizational abilities with the capability to manage and prioritize multiple projects
• Experience hosting virtual webinars, workshops, or events is a plus
• Extensive experience working with industry customers, preferably in the BioTech or Pharma sectors