Customer Success Manager, BioRender
SMB
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
- We are looking for a proactive individual to join our team as a Customer Success Manager (SMB) or Customer Success Specialist (internal designation)
- Exceptional customer curiosity: You are genuinely interested in learning about the clients we serve, their goals, and their science communication pain points
- Strong organization and prioritization: You can use a compelling process to stay productive and prioritize based on the changing needs of our customers and our projects. You are flexible, can quickly establish creative solutions to complex problems and are not afraid of pivoting
- Flexible and adaptable: Comfortable in a dynamic and fast-paced environment, demonstrating resilience and flexibility in adapting to change and working through ambiguity
- A continuous improvement approach: You have a growth mindset, and you’re open to coaching and continuous feedback
- 1-2 years of experience in a customer success or account management role
- Experience with Customer Success metrics - Retention, Expansion and CSQL’s
- BSc. or Masters in the Life Sciences or relevant Experience in science knowledge translation
- Strong communication skills, interpersonal skills and attention to detail
- Excellent organizational skills and ability to manage and prioritize multiple projects
- Experience in hosting virtual webinars, workshops and/or other events is a plus
What the job involves
- The Customer Success Specialist will be responsible for establishing long-term B2B relationships with our SMB clients to drive retention, expansion, and end-user engagement. You will work closely with BioRender users to ensure they have the most optimal experience using our product
- Client Relationship Management: Proactively reach out to clients & decision makers to position yourself as a trusted and strategic partner. Uncover our full-serve customer needs through discovery calls, maintain partnerships with our high-spend clients and proactively promote ongoing engagement with end-users
- Strategic Account Management: Deliver value that delights our users to drive engagement, encourage renewal of annual subscription and identify revenue growth opportunities
- Client onboarding: Provide personalized training to clients by delivering webinars specializing in science communication topics
- Be a BioRender Product Expert: Speak to new and existing users of our platform to showcase new features
- Act as an Interdepartmental Liaison: Connect with various internal teams to ensure the customers’ needs are being fulfilled, contribute to the product, and assist other teams
- Create BioRender Champions: Cultivate customer advocates, understand user-critical use cases for product feedback, engage with customers for speaking opportunities and run marketing activities
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.
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