Customer Success Manager

Customer Success Manager

At BioRender, we're on a mission to accelerate the world's ability to learn, discover, and communicate science — transforming how knowledge is shared and making science open, collaborative, and easily understandable by all. We're shaping the future of science communication and are looking for talented individuals to help bring this vision to life!

About the Role

We're looking for an experienced, commercially minded Customer Success Manager who thrives on ownership and autonomy. This is an opportunity to help shape what great customer success looks like while driving retention, expansion, and long-term customer value. As a Mid-Market Customer Success Manager, you will be accountable for driving renewals, expansion, and customer outcomes while acting as a strategic partner to scientific, operational, and procurement stakeholders. This role is well suited for someone who thrives in ambiguity and is comfortable working independently.

What You'll Be Doing

• 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.

What You Bring to the Table

• 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%)

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!
• Our company is backed by top investors and accelerators like Y Combinator, and we are on a growth trajectory comparable to many top-performing SaaS companies
• We're remote-first with team members across Canada and the U.S., offering you the flexibility to work from anywhere.