Customer Success Manager, SMB

Client Relationship Management: 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

Strategic Account Management: Deliver value that delights our users to drive engagement, encourage annual subscription renewal, and identify revenue growth opportunities.

Client onboarding: Provide personalized training to clients by delivering webinars specializing in science communication topics

Be a BioRender Product Expert: Speak to new and existing users of our platform to showcase new features

Act as an Interdepartmental Liaison: Connect with various internal teams to ensure the customers’ needs are being fulfilled, contribute to the product, and assist other teams

Create BioRender Champions: Cultivate customer advocates, understand user-critical use cases for product feedback, engage with customers for speaking opportunities and run marketing activities

Exceptional customer curiosity: You are genuinely interested in learning about the clients we serve, their goals, and their science communication pain points

Strong organization and prioritization: You can use a compelling process to stay productive and prioritize based on our customers' and projects' changing needs. You are flexible, can quickly establish creative solutions to complex problems, and are not afraid of pivoting

Flexible and adaptable: Comfortable in a dynamic and fast-paced environment, demonstrating resilience and flexibility in adapting to change and working through ambiguity

A continuous improvement approach: You have a growth mindset, and you’re open to coaching and continuous feedback

1–2+ years of experience in customer success or account management

Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs