Customer Success Manager, BioRender
Mid-Market
Scientific diagram creator
Open for applications
Scientific diagram creator
201-500 employees
Open for applications
201-500 employees
Company mission
To accelerate the world’s ability to learn, discover and communicate science.
Role
Who you are
- 3+ years of experience in customer success or account management for a SaaS company
- Strong proficiency in hosting virtual webinars, workshops, or other events
- Knowledge of account management metrics (including churn, retention, and NPS)
- BSc. or Masters in the Life Sciences is a plus
- Excellent organizational skills and ability to manage multiple projects
- Strong interpersonal skills and attention to detail
- A continuous improvement approach: You have a growth mindset and you’re open to coaching and continuous feedback
- Exceptional customer curiosity: You have a genuine interest in learning about the clients we serve, their goals, and their science communication pain points
- Resilience and an owner mindset: You use a compelling process to stay productive and focused in the face of adversity, while honouring your commitments to customers and internal teams
What the job involves
- We are looking for a proactive individual dedicated to building product users love and wants to revolutionize how science is communicated to join our company as a Customer Success Manager
- You will work closely with BioRender's mid-market accounts to focus on customer satisfaction, retention, referenceability, and revenue growth
- Proactively reach out to clients & decision-makers to position yourself as a trusted and strategic partner (e.g. emailing, calling, virtual meetings)
- Onboard new users to the platform and demonstrate platform features to senior decision-makers (e.g. client calls, interviews, training sessions)
- Uncover client needs, line up training and support, and deliver value that delights our users to drive engagement and encourage the renewal of annual subscriptions (e.g. conduct client discovery, build a support plan)
- Understand user satisfaction and track NPS scores to prevent churn and understand where we can improve and address user requests
- Cultivate customer advocates, develop case studies, and engage with customers for speaking opportunities and other marketing activities
- Liaise with various teams (i.e. medical illustration team, product, marketing, etc.) to ensure the customers’ needs are being fulfilled
- Seek out opportunities to enhance the customer success playbook, contribute to the product, and assist other teams
Our take
One of the best ways for science students and experts to communicate ideas is through diagrams, but not everyone has the illustration skills to pull this off. Whilst computer graphics can be used instead of manually drawing scientific imagery, the lack of a dedicated resource for such images prevents diagrams from being consistent and professional.
Biorender hosts thousands of pre-made icons and templates to be used in the creation of diagrams across over 30 different life science fields. The resources follow consistent quality standards and can be dragged and dropped within the platform to create scientific diagrams, to be used by students, teachers, labs, and educational institutions.
Other visual libraries that include scientific icons and templates exist for the creation of diagrams, but Biorender has presented a novel idea with its exhaustive library, offering to produce missing icons on demand within 48 hours. The entire library is free to use alongside basic design features by individuals for educational purposes, with more advanced features and paid licenses being available for labs and institutions. Its success at visualising complex diagrams and information has helped Biorender achieve several rounds of substantial funding.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 3 rounds)
Apr 2023
$17.1m
SERIES A
Jan 2018
$0.1m
SEED
Total funding: $17.3m
Company benefits
- Health Benefits: Comprehensive health and dental benefits for you and your family from your first day, including an EAP, HSA, and extended mental health benefits.
- Recharge Long Weekends: In addition to vacation days, our 3 annual BioRender Recharge long weekends offer you a chance to unplug and reset!
- Stock Options: Our employees are also part-owners of BioRender and reap the benefits of their shared hard work.
- Parental Leave Benefits: To help your growing family while you're away from work, we offer a salary top up and even a new baby bonus!
- PAW Perks: Keep your furry family members healthy with our Pet & Animal Wellness veterinary bill reimbursement program.
- Learn and Grow: We'll support your professional growth through regular goal-setting, mentorship, and an annual professional development budget for courses and conferences.
- Team Events: Virtual lunch and learns, show & tells, games, and happy hours help us to stay connected in a remote-first environment.
- In-person Hackathons: Twice per year, we bring our whole team together in Toronto for a week of innovative team work, and cap it off with a company social!
- Work from Anywhere: Our team members have the flexibility to work from another country for up to 3 months per year.
- Flexible Time Off: Our "Flexible Vacation" policy gives you the flexibility to take time off when you need it, so you can unplug, recharge, and come back refreshed.
Company values
- First Principles: We seek to understand the root causes of a problem before moving to action. We do this by repeatedly asking why, until we’ve understood the core of what we’re solving and how to tailor our solutions for our unique context.
- User Obsessed: We believe in understanding our users so deeply that we’re able to create experiences for them that they didn’t know to ask for.
- Debate for Excellence: We push ourselves and each other to reach the best answer together using open debate.
- Drivers, Not Passengers: We take initiative and make progress instead of waiting for others to do it for us. And we create the conditions for others to do the same.
- Simple and Clear: We use simple, clear language especially when we’re communicating complex or technical concepts.
Company HQ
Wellington Place, Toronto, ON
Articles
Leadership
Shiz Aoki
(Co-Founder & CEO)Experience as Lead Science Illustrator for National Geographic. Also Founder and Medical Illustrator for Anatomize Studios Inc.
Katya Shteyn
(Co-Founder & CTO)Experience as Software Engineer for Dropbox and as a Software Engineering Intern for Google.
Ryan Marien
(Co-Founder)Co-Founder of SnapSaves. Also Founded Buytopia.ca.
Salary benchmarks
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