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. - 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 - 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. - 1–2+ years of experience in customer success or account management. - Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs. - Demonstrated success owning the full commercial lifecycle of customer relationships, including end-to-end renewals, contract and pricing negotiations, contract execution, and revenue growth through expansion and upsell opportunities. - Strong communication, interpersonal, and attention-to-detail skills. - Excellent organizational abilities with the capability to manage and prioritize multiple projects. Requirements - Bonus points if you have: - A BSc or Master’s degree in Life Sciences, or relevant experience in science knowledge translation. - Experience hosting virtual webinars, workshops, or events. - Extensive experience working with industry customers, preferably in 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.

Role Description Remote Recruitment is hiring a Customer Retention Specialist for a UK-based employer, working fully remotely from South Africa. Your job is to keep customers happy and loyal — reaching out before they think of leaving, understanding their concerns, and finding solutions that work for everyone. This suits someone who listens well and enjoys turning a wobble into a win. - Contact customers who may be at risk of cancelling - Understand concerns and offer fair, helpful solutions - Highlight the value of products and services clearly - Track retention conversations and outcomes in the CRM - Gather feedback and share patterns with the team - Work towards agreed retention targets Qualifications - Experience with customer service, retention or account management - Confidence handling sensitive conversations calmly - Familiarity with using a CRM - Clear, warm spoken and written English - A reliable home internet connection and quiet workspace Benefits - Salary of R16,000–R20,000 per month, paid in ZAR - A fully remote role — work from anywhere in South Africa - Standard hours of 09:00–17:00 UK time (11:00–19:00 SAST) - A friendly Remote Recruitment team behind you and a stable, long-term UK client Company Description

Job Description HiBob is a modern People Platform. We're a fast-scaling tech business with a global customer base, and a Customer Experience team that customers lean on whenever they need a hand getting the most from the product. APJ is a growing part of that story, and we're looking for the right people to grow it with us. Our customers count on clear, expert answers the moment they need a hand with HiBob. As a Customer Experience Specialist, you'll be the person who makes that happen. You'll get to know the inner workings of HiBob's features inside out, act as the technical go-to between our customers and our internal teams, and help people get unstuck quickly. From troubleshooting product questions to resolving the issues that land in your queue, you'll keep customers in the know and confident that they're in good hands. You'll do your best work alongside a close team that takes real ownership of outcomes and backs each other to get there. What you'll do - Guide customers through their questions and product issues over email, phone, and interactive Zoom sessions - Run thorough troubleshooting and investigation on the issues customers raise - Escalate complex cases to the right teams and sites, keeping customers updated at every stage so they always know where things stand - Balance requests of different priorities across multiple queues and time zones - Spot and create Help Center content that supports both customers and your colleagues - Notice internal processes worth improving, and help get those changes moving - Hit your weekly and monthly KPIs while contributing to the team's shared goals What you'll bring - At least 3 years in a customer-facing SaaS role (think customer support or technical support) - A knack for explaining complex ideas in a clear, fluent, professional way - Comfort working at pace and balancing competing priorities with a calm head - Availability Monday to Friday, 9am to 6pm Lovely to have - Experience working with global teams and customers, and a comfortable async working style - Experience with premium phone support - Familiarity with tools like Zendesk, Slack, and Asana - Experience in a CSM, customer onboarding, or account management role - Familiarity with the HR space, ideally including HRIS, compensation, benefits, or integrations - An AI-forward mindset, and comfort using AI tools to work smarter Requirements can be a useful guide, but they're rarely the whole story. If you don't have every skill or all the experience listed here, we'd still love to hear from you. This could be the right fit for both of us. Life at HiBob We take care of our people. Here's what that looks like: - Pre-IPO equity options - 20 days annual leave plus an extra day for your birthday - Quarterly balance days to fully switch off - Work-from-home setup allowance - Weekly in-office lunches - Headspace access for your mental wellbeing - Paid baby bonding leave for new parents - Work From Anywhere for up to two months a year

Role Description We are looking for a CRM / Retention Analyst to support our CRM and Retention teams with data-driven insights and identify growth opportunities for LTV and player retention through behavioral and communication performance analysis. - Analyze key retention metrics: FTD → repeat deposits, churn rate, retention cohorts, LTV, ARPU/ARPPU, deposit frequency. - Build and maintain analytical reports and dashboards for CRM campaigns, player segments, and promotions. - Evaluate the effectiveness of CRM communications (Email, SMS, Push, In-App, Onsite) including open rate, CTR, and deposit conversion. - Conduct cohort and behavioral analysis by GEO, acquisition source, player type, and deposit patterns. - Support player segmentation (RFM, deposit segments, churn segments, VIP logic). - Design and analyze A/B tests for CRM campaigns. - Identify insights and opportunities to improve retention, player lifecycle, and revenue. - Analyze player activity, sessions, games, and content performance to understand impact on retention. - Provide data-driven insights and recommendations to CRM, Product, and VIP teams. Qualifications - 2+ years of experience as a Data / Product / Business Analyst - Strong SQL skills - Experience with BI tools (Power BI, Tableau, Looker, Metabase, or similar) - Understanding of key product analytics metrics (LTV, ARPU, ARPPU, churn, cohorts) - Experience with retention and cohort analysis - Ability to work with large datasets - Ability to translate data into clear business insights - Experience with A/B testing or CRM analytics is a plus - Experience in iGaming / betting / gaming / fintech / subscription products is a plus Benefits - Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work! - Unlimited vacation days and paid sick leave—because your rest matters. - A competitive compensation that truly reflects your skills and expertise. - Employee referral bonus and gifts to celebrate your special occasions. - 50% financial support for learning expenses to supercharge your professional growth! - A positive atmosphere where you always feel respected and truly belong. - Inspirational team-building activities that turn colleagues into best friends. - Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships. - Co-working space reimbursement to save your nerves from always working from home :)