Customer Success Manager | Mid-Market

BioRender is on a mission to enhance science communication and is seeking a Mid-Market Customer Success Manager to drive customer retention and expansion. The role involves building relationships with stakeholders, identifying growth opportunities, and collaborating with various teams to ensure customer success.

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

Requirements:

• 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
• BSc or Master's degree in Life Sciences is a plus
• Willingness to travel as needed (up to 20%)