Role Description We are seeking a proactive professional to join our team as an Academic Customer Success Manager (SMB), also known internally as a Customer Success Specialist. In this role, you will be responsible for building and maintaining strong B2B relationships with our SMB clients, driving retention, expansion, and user engagement. You will collaborate closely with BioRender users to ensure they have the best possible experience with our product. You will be successful in this role with: - 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 our customers' and projects' changing needs. 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. What you'll be doing: - 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 annual subscription renewal, 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. Qualifications - 1–2 years of experience in customer success or account management. - Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs. - A BSc or Master’s degree in Life Sciences, or relevant experience in science knowledge translation. - Strong communication, interpersonal, and attention-to-detail skills. - Excellent organizational abilities with the capability to manage and prioritize multiple projects. - Experience hosting virtual webinars, workshops, or events is a plus. - Extensive experience working with industry customers, preferably in the BioTech or Pharma sectors. Benefits - We are mission-driven: we work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery. BioRender figures have appeared in more than 54,000 publications! - BioRender is loved by millions! We have a world-class NPS and a community of loyal fans and users in 200+ countries! - Our company is backed by top investors and accelerators like Y Combinator, and we are on a growth trajectory comparable to many top-performing SaaS companies. - We’re remote-first with team members across Canada and the U.S., offering you the flexibility to work from anywhere. Company Description BioRender is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

• Lead the AMER EBCS Adoption team, ensuring scalable, outcome-focused engagement with a specific focus on driving adoption of the Forma Industry Cloud • Design and execute regional adoption strategies that reflect the stage and growth profile of each product within Forma , from pilot to enterprise-ready • Align closely with stakeholders across Go to Market to advise and execute on unified go-to-market strategies for new and evolving Forma and Success Plan offerings • Drive consistency in onboarding, activation, and value delivery to position customers for renewal, expansion, and advocacy • Lead team in expanding maturity of developing Customer Success Plans , with a focus on excellence, repeatability, and alignment with customer outcomes • Evolve team structure, tools, and practices to support maturing solutions and shifting customer expectations • Serve as a regional advocate for customer needs and influence roadmaps, success offerings, and enablement plans for Forma • Embed a mindset of learning, iteration, and scale , ensuring the team can flex to meet both early adopters and mainstream users where they are

• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows. • Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment. • Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities. • Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations. • Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support. • Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics. • Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach. • Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations. • Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle. • Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.

• Delivering outstanding customer service and support to clients seeking wellness solutions • Managing and nurturing client relationships through effective communication and follow-ups • Conducting needs assessments to understand client goals and recommending appropriate wellness programs • Handling inquiries and resolving issues in a timely and empathetic manner • Collaborating with wellness professionals to ensure clients receive the best possible experience • Maintaining detailed client records and tracking progress toward wellness goals • Organizing and facilitating client engagement initiatives and events to encourage active participation • Staying abreast of wellness trends and solutions to provide informed recommendations • Working with various software and platforms to assist in client management and reporting