Customer Success Manager
Own a Mid-Market book of business driving renewals, expansion, and retention for a scientific SaaS platform. Build relationships with scientific and operational stakeholders while managing the full commercial lifecycle.
About the job
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%).
Skills
Customer Success, Account Management, SaaS, Renewals, Contract Negotiation, Upselling, Stakeholder Management, Retention Forecasting, Pipeline Contribution, Cross-Functional Collaboration
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