Customer Success Manager, BioRender
Mid Market, Industry
More information about location
Scientific diagram creator
Open for applications
Scientific diagram creator
201-500 employees
Open for applications
More information about location
201-500 employees
Company mission
To accelerate the world’s ability to learn, discover and communicate science.
Role
Who you are
- We are seeking a proactive individual passionate about delivering exceptional experiences to industry clients and transforming how science is communicated
- Growth mindset and continuous improvement: You embrace feedback and coaching, always seeking opportunities to learn and enhance your approach
- Deep customer curiosity: You have a genuine interest in understanding our industry clients, their goals, and the challenges they face in science communication
- Resilience and ownership: You remain focused and productive in the face of challenges, taking full responsibility for delivering on commitments to both customers and internal teams
- 3+ years of experience in customer success or account management within a SaaS company
- Strong expertise in hosting virtual webinars, workshops, and other events
- Proficiency in account management metrics, including churn, retention, and NPS
- BSc or Master’s degree in Life Sciences is a plus
- Exceptional organizational skills with the ability to manage multiple projects effectively
- Strong interpersonal skills and keen attention to detail
- Proven experience engaging and building relationships with senior leadership and executives across industry verticals
- Confidence in presenting to large audiences in both virtual and in-person settings
What the job involves
- As a Customer Success Manager, you will work closely with BioRender’s industry clients, focusing on customer satisfaction, retention, advocacy, and revenue growth
- Proactively engage with clients and key decision-makers through emails, calls, and virtual meetings, positioning yourself as a trusted strategic partner
- Onboard new users by demonstrating platform features to senior decision-makers through client calls, interviews, and training sessions
- Identify client needs, coordinate training and support, and deliver value-driven solutions to enhance user engagement and drive annual subscription renewals
- Monitor user satisfaction and track NPS scores to mitigate churn, address user requests, and identify areas for improvement
- Develop customer advocates, create case studies, and collaborate with users for speaking opportunities and other marketing initiatives
- Work cross-functionally with teams such as medical illustration, product, and marketing to ensure customer needs are met
- Continuously seek ways to improve the customer success playbook, contribute to product enhancements, and support other internal teams
Our take
One of the best ways for science students and experts to communicate ideas is through diagrams, but not everyone has the illustration skills to pull this off. Whilst computer graphics can be used instead of manually drawing scientific imagery, the lack of a dedicated resource for such images prevents diagrams from being consistent and professional.
Biorender hosts thousands of pre-made icons and templates to be used in the creation of diagrams across over 30 different life science fields. The resources follow consistent quality standards and can be dragged and dropped within the platform to create scientific diagrams, to be used by students, teachers, labs, and educational institutions.
Other visual libraries that include scientific icons and templates exist for the creation of diagrams, but Biorender has presented a novel idea with its exhaustive library, offering to produce missing icons on demand within 48 hours. The entire library is free to use alongside basic design features by individuals for educational purposes, with more advanced features and paid licenses being available for labs and institutions. Its success at visualising complex diagrams and information has helped Biorender achieve several rounds of substantial funding.
Steph
Company Specialist at Welcome to the Jungle
Insights
56% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2023
$17.1m
SERIES A
Jan 2018
$0.1m
SEED
Total funding: $17.3m
Company benefits
- Health Benefits: Comprehensive health and dental benefits for you and your family from your first day, including an EAP, HSA, and extended mental health benefits.
- Recharge Long Weekends: In addition to vacation days, our 3 annual BioRender Recharge long weekends offer you a chance to unplug and reset!
- Stock Options: Our employees are also part-owners of BioRender and reap the benefits of their shared hard work.
- Parental Leave Benefits: To help your growing family while you're away from work, we offer a salary top up and even a new baby bonus!
- PAW Perks: Keep your furry family members healthy with our Pet & Animal Wellness veterinary bill reimbursement program.
- Learn and Grow: We'll support your professional growth through regular goal-setting, mentorship, and an annual professional development budget for courses and conferences.
- Team Events: Virtual lunch and learns, show & tells, games, and happy hours help us to stay connected in a remote-first environment.
- In-person Hackathons: Twice per year, we bring our whole team together in Toronto for a week of innovative team work, and cap it off with a company social!
- Work from Anywhere: Our team members have the flexibility to work from another country for up to 3 months per year.
- Flexible Time Off: Our "Flexible Vacation" policy gives you the flexibility to take time off when you need it, so you can unplug, recharge, and come back refreshed.
Company HQ
Wellington Place, Toronto, ON
Leadership
Shiz Aoki
(Co-Founder & CEO)Experience as Lead Science Illustrator for National Geographic. Also Founder and Medical Illustrator for Anatomize Studios Inc.
Katya Shteyn
(Co-Founder & CTO)Experience as Software Engineer for Dropbox and as a Software Engineering Intern for Google.
Ryan Marien
(Co-Founder)Co-Founder of SnapSaves. Also Founded Buytopia.ca.
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