Customer Success Manager | SMB

BioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. They are seeking a proactive professional to join their team as an Industry Customer Success Manager (SMB), responsible for building and maintaining strong B2B relationships with SMB clients and driving retention 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