Senior Customer Success Manager

Bioz is a Nobel Laureate-backed Silicon Valley tech startup that has built the world’s first citation-based semantic search engine for scientific research. Our patented platform transforms peer-reviewed scientific knowledge into actionable product intelligence, helping scientists and companies make smarter research and purchasing decisions. Bioz is backed by three Nobel Prize winners, leading AI and data science experts from Google, and the former CTO of Microsoft. The Role Bioz is hiring a Senior Customer Success Manager to manage, grow, and retain relationships with our B2B SaaS customers. This is a senior individual contributor role, not a people-management role. The primary focus of this position is direct customer engagement. You will spend a significant amount of your time communicating with customers through calls, video meetings, emails, onboarding sessions, check-ins, renewal conversations, and expansion discussions. You will be responsible for helping Bioz customers succeed, ensuring they understand and realize the value of our platform, and identifying opportunities to deepen customer relationships and grow existing accounts. You will work closely with Sales, Marketing, Product, RevOps, and executive leadership to support Bioz’s next phase of ARR growth. This role is ideal for an experienced Customer Success Manager who enjoys being hands‑on with customers, is highly responsive and organized, and knows how to drive adoption, renewals, upgrades, retention, and long‑term account value in a B2B SaaS environment. What You’ll Do Customer Communication & Relationship Management Serve as the primary post-sale point of contact for a portfolio of Bioz customers Communicate directly with customers through phone calls, video meetings, emails, onboarding sessions, and regular check-ins Build strong relationships with customer stakeholders, champions, users, and decision-makers Respond quickly and professionally to customer questions, requests, concerns, and business needs Proactively reach out to customers to drive engagement, adoption, satisfaction, renewals, and account growth Lead customer conversations with confidence, professionalism, and strong follow‑through Maintain a high level of customer responsiveness and ownership Customer Success, Retention & Growth Manage a portfolio of customer accounts and own the day‑to‑day customer success relationship Drive customer adoption, engagement, satisfaction, retention, and long‑term success Own or support renewal management for your book of business, including renewal planning, customer communication, and risk mitigation Identify upsell, upgrade, and expansion opportunities within existing customer accounts Partner with Sales and leadership on strategic renewals, upgrades, and expansion opportunities Proactively identify at‑risk accounts and create action plans to improve customer outcomes Help improve renewal rates, customer retention, expansion ARR, and overall account value Lead customer onboarding and ensure customers are set up for long‑term success Help customers understand Bioz’s platform, value proposition, use cases, and best practices Conduct product walkthroughs, training sessions, customer check‑ins, and business reviews Ensure customers are realizing clear and measurable value from Bioz’s solutions Create and maintain account plans for key customers Track customer goals, milestones, adoption, engagement, risks, and growth opportunities Account Management & Expansion Understand each customer’s business objectives, priorities, and growth potential Identify ways Bioz can provide additional value to customers over time Support upsell and cross‑sell conversations by identifying customer needs and communicating relevant Bioz solutions Maintain accurate renewal forecasts, account notes, expansion opportunities, and customer health updates in the CRM Help drive gross revenue retention, net revenue retention, renewal rates, and expansion ARR Cross‑Functional Collaboration Partner closely with Sales to ensure a smooth transition from closed‑won opportunity to successful customer launch Collaborate with Product to share customer feedback, feature requests, product questions, and market insights Work with Marketing to support customer stories, testimonials, case studies, and advocacy opportunities Partner with RevOps and Finance on renewal tracking, CRM hygiene, customer reporting, and account data Represent the voice of the customer internally and help improve the overall customer experience Data, Tools & Process Excellence Maintain accurate customer records, activity tracking, renewal dates, account plans, and opportunity updates in the CRM Use customer data, product usage signals, and account insights to identify risks and growth opportunities Help improve customer success playbooks, onboarding processes, renewal workflows, and customer health tracking Communicate customer trends, risks, opportunities, and results to leadership Stay highly organized across multiple customer accounts, priorities, deadlines, and renewal timelines Product & Market Knowledge Develop a deep understanding of Bioz’s platform, customers, use cases, competitive landscape, and value proposition Clearly communicate how Bioz helps scientific product suppliers drive visibility, credibility, engagement, and revenue Stay informed about customer needs, scientific product markets, and trends relevant to Bioz’s customers What We’re Looking For 3+ years of experience as a Customer Success Manager, Account Manager, or similar customer‑facing role at a B2B SaaS company Proven experience working directly with customers through calls, video meetings, emails, onboarding sessions, renewals, and account check‑ins Strong customer communication skills, including the ability to write clear emails, lead effective calls, and manage follow‑up professionally Experience managing customer relationships, adoption, retention, renewals, and account growth Experience owning or supporting customer renewals, upsells, upgrades, or expansion opportunities Strong relationship‑building skills with the ability to engage both day‑to‑day users and senior decision‑makers Excellent written and verbal English communication skills Strong organizational skills and ability to manage multiple customer accounts, customer requests, deadlines, and renewal timelines Comfortable using CRM and customer success tools such as Pipedrive, Salesforce, HubSpot, Gainsight, Catalyst, ChurnZero, or similar platforms Data‑driven mindset with the ability to track account health, identify risks, and uncover growth opportunities Entrepreneurial, proactive, and comfortable working in a fast‑paced startup environment Strong problem‑solving skills and ability to work cross‑functionally with Sales, Product, Marketing, RevOps, and leadership Comfortable operating as a senior individual contributor without direct people‑management responsibilities Experience managing enterprise, mid‑market, or strategic B2B SaaS customers is a plus Experience in life sciences, scientific research, biotech, pharma, laboratory products, publishing, or scientific software is a strong plus Degree in Biology, Chemistry, or a related field is a plus What This Role Is Not This is not a people‑management role This is not a back‑office or operations‑only role This is not a customer support role focused only on reactive issue resolution This is not a role for someone who prefers limited customer interaction This is a hands‑on, customer‑facing Senior Customer Success Manager role for someone who enjoys speaking with customers, writing to customers, helping customers succeed, and growing long‑term customer relationships. Why Bioz Competitive salary and performance‑based incentives Equity / stock options Medical, dental, and vision insurance Opportunity to join a fast‑growing company transforming how scientific research is discovered, validated, and commercialized High‑impact individual contributor role with direct visibility to leadership Opportunity to work closely with customers, influence the customer experience, and contribute directly to ARR growth About You You are customer‑focused, commercially minded, highly responsive, and highly organized. You enjoy talking with customers, writing thoughtful customer emails, leading productive calls, and helping customers realize value. You are comfortable owning a book of business, managing renewals, handling customer conversations, and working cross‑functionally to solve problems. You are proactive, detail‑oriented, and accountable for customer outcomes. You care deeply about customer success, retention, and revenue growth, and you are excited to help Bioz’s customers succeed while supporting the company’s next stage of growth. #J-18808-Ljbffr