Customer Success Manager

At BioRender, our vision is to make science universally communicated and understood by anyone. We’re starting with a suite of tools to empower scientists to visually communicate their research 100x better than traditional methods. We aim to save scientists over 1 Billion hours of wasted time per year so they can spend it on solving the important things, like curing cancer.
 
BioRender is a young, fast growing company backed by an incredible group of investors, including Y-Combinator, Refactor and some of the most successful Life Science entrepreneurs in the world. Our customers range from the world’s largest pharmaceutical and biotech companies to the most renowned universities and research institutions.
 
We’re looking for a hands-on, enthusiastic and passionate individual to join our company as a Customer Success Manager. You will work with BioRender users to ensure they have the most optimal experience on the app. Your focus will be on revenue growth, customer satisfaction, customer retention and customer reference-ability.
 
Responsibilities
  • Onboard and speak to new users our platform (webinars, instruction booklets, etc)
  • Cultivate customer advocates, develop case studies, and engage with customers for speaking opportunities and other marketing activities
  • Demonstrating platform to senior decision makers and employees
    Liaising with the medical illustration team to ensure the customers’ needs are being fulfilled
  • Renewing invoiced subscriptions
  • Proactively reaching out to clients & decision makers to ensure retention (emailing, calling, attending conferences)
  • Preventing Churn - understand where we can improve, and addressing user concerns or requests 
  • Understanding user satisfaction and tracking NPS scores 
  • Assist in running campaigns and contests to keep users happy and engaged
  • Wear many hats to explore various career path options as the team grows (e.g. Product, Marketing, etc..)

Background/Qualifications
  • 1-3 years' experience in (or strong interest to develop skills in) customer service
  • Bachelor's degree in Life Science (Master's or PhD a huge plus)
  • Strong interpersonal skills
  • Experience using ZenDesk or other customer success tracking platform
  • Interest / knowledgeable in the life sciences
  • Self-starter with ability to thrive in a fast-paced environment
  • Excellent organizational skills and ability to manage multiple projects
  • Strong attention to detail

Compensation and Benefits
  • Stock options
  • High-growth position in the early stage of a promising company
  • Key placement with important responsibilities in the organization
  • Alignment of your professional growth with the company’s growth
  • Free coffee and weekly lunches
  • Regular company off-sites

Apply: Please email careers@biorender.io with your resume and cover letter. 

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