Customer Success Specialist, SMB

About the role

We are seeking a proactive professional to join our team as an Academic Customer Success Manager (SMB), also known internally as a Customer Success Specialist. In this role, you will be responsible for building and maintaining strong B2B relationships with our SMB clients, driving retention, expansion, and user engagement. You will collaborate closely with BioRender users to ensure they have the best possible experience with our product.

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.
• Act as a BioRender Product Expert: 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.
• Create BioRender Champions: cultivate customer advocates, understand user-critical use cases for product feedback, engage with customers for speaking opportunities and run marketing activities.

Requirements

• 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.
• 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 communication, interpersonal, and attention-to-detail skills.
• Excellent organizational abilities with the capability to manage and prioritize multiple projects.

Bonus points if you have

• A BSc or Master’s degree in Life Sciences, or relevant experience in science knowledge translation.
• Experience hosting virtual webinars, workshops, or events.
• Extensive experience working with industry customers, preferably in BioTech or Pharma sectors.

Why join us?

• We are mission-driven: we work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery.
• BioRender figures have appeared in more than 54,000 publications!
• BioRender is loved by millions!
• We have a world-class NPS and a community of loyal fans and users in 200+ countries!
• We are backed by top investors and accelerators like Y Combinator, and we are on a growth trajectory comparable to many top-performing SaaS companies.
• We are remote-first with team members across Canada and the U.S., offering you the flexibility to work from anywhere.
• We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.