Customer Success Manager | Mid-Market

About the role

We're looking for an experienced, commercially minded Customer Success Manager to help drive renewals, expansion, and long-term customer value. This role is well-suited for someone who thrives in ambiguity and is comfortable working independently.

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%).

Qualifications

• Experience in a SaaS environment.
• Ability to engage senior scientific and operational stakeholders.
• Strong organizational and prioritization skills.
• Experience with Customer Success metrics.

Skills

• Customer Success management experience.
• Strategic partnership building.
• Account planning and customer discovery.
• Collaboration across multiple departments.
• Onboarding and training support.

Benefits

• Remote-first work environment with team members across Canada and the U.S.
• Equal Opportunity Employer commitment.

Pay

Competitive compensation package based on experience and qualifications.

Schedule

Flexible work schedule to accommodate remote work and global team.