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BioRender · 20 hours ago

Team Lead, Customer Success

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

BioRender is on a mission to transform science communication and is looking for a Team Lead in Customer Success to lead a high-performing team. The role involves driving customer retention and engagement while mentoring team members and collaborating with cross-functional partners to optimize customer success strategies.

Graphic DesignLife ScienceSoftware

Responsibilities

Lead and develop a high-performing team of Customer Success Managers, driving 98%+ retention and 180%+ net retention while fostering strong, long-term client relationships

Recruit, mentor, and support CSMs in their professional growth, continuously enhancing the onboarding program for new team members

Establish a data-driven, standardized management framework that empowers the Customer Success team to consistently achieve key customer outcomes

Collaborate cross-functionally with Product, Sales, Marketing, and Operations to analyze, refine, and optimize BioRender’s Customer Success strategies and playbooks

Ensure CRM excellence, maintaining strong data hygiene while developing standardized KPIs and dashboards to track team performance and progress

Qualification

Customer Success ManagementData-Driven Decision MakingTeam LeadershipSaaS ExperienceCross-Functional CollaborationEmpathyInnovative Problem SolvingTechnical AcumenLife Sciences KnowledgeDetail-OrientedMentoring

Required

1+ years leading a high-performing team of Customer Success Managers in a fast-growing SaaS environment, with a background in organizations that have scaled rapidly

3+ years of experience in Customer Success, Account Management, or Sales within a SaaS environment

Proven track record of managing and developing team members to drive key revenue outcomes, including customer retention, expansion, CSQL generation, and forecast accuracy

Expertise in customer value creation, guiding customers through all stages of the lifecycle to maximize license adoption, feature utilization, and overall business impact

Strong technical acumen, with the ability to deeply understand a product's features, capabilities, and business model, effectively aligning them with customer needs

Adapts seamlessly to ambiguity and change, maintaining clarity and focus in dynamic environments

Highly detail-oriented, process-driven, and data-focused, ensuring precision in decision-making and execution

Thrives in fast-paced settings, excelling at managing diverse, cross-functional projects

Naturally curious, asks insightful questions, and brings innovative, out-of-the-box thinking to problem-solving

A supportive and empathetic leader, committed to mentoring and empowering teams