Customer Success Manager, SMB

BioRender
Canada
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementEducation: mastersSkills: ["Communication","Interpersonal","Attention to detail","Organization","Adaptability","Growth mindset"]

Own customer relationships for SMB clients by running discovery calls, delivering onboarding training, and providing ongoing product expertise to drive retention, engagement, and annual subscription renewals. Manage renewal and expansion conversations, identify revenue growth opportunities, and translate customer needs into feedback for internal teams. Build customer advocates through webinars, speaking opportunities, and customer-focused marketing activities.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
BioRender
BioRender
11 hours ago

Customer Success Manager, SMB

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Own customer relationships for SMB clients by running discovery calls, delivering onboarding training, and providing ongoing product expertise to drive retention, engagement, and annual subscription renewals. Manage renewal and expansion conversations, identify revenue growth opportunities, and translate customer needs into feedback for internal teams. Build customer advocates through webinars, speaking opportunities, and customer-focused marketing activities.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Proactively reach out to clients and decision-makers, run discovery calls, and maintain partnerships to drive ongoing end-user engagement.
  • •Deliver value to drive user engagement, annual subscription renewal, and identify revenue growth opportunities through retention and expansion.
  • •Provide personalized client onboarding and training, including webinars on science communication topics.
  • •Act as a product expert by speaking with new and existing users and showcasing new platform features.
  • •Collaborate cross-functionally to ensure customer needs are met and to gather user-critical feedback for product improvements; build customer champions through customer advocacy and marketing activities.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •1–2+ years of experience in customer success or account management.
  • •Familiarity with customer success metrics including retention, expansion, and CSQLs.
  • •Experience owning the full commercial lifecycle of customer relationships, including renewals and contract/pricing negotiations.
  • •Strong communication, interpersonal, and attention-to-detail skills.
  • •Strong organization and ability to manage and prioritize multiple projects.
Experience:SaaSCustomer successAccount managementBiotechPharma
Education:Master's in Life Sciences
Skills:CommunicationInterpersonalAttention to detailOrganizationAdaptabilityGrowth mindset

Company Brief

BioRender
Provides an online scientific illustration platform that enables researchers and life science professionals to create publication-quality figures, diagrams, and presentations using a library of scientifically accurate icons and templates.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Headquarters: Toronto, Canada
WebsiteLinkedIn