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BioRender · 5 days ago

Digital Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

BioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. They are seeking a Digital Customer Success Manager to plan and execute a digital-first Customer Success strategy that drives product adoption and enhances customer engagement across various channels.

Graphic DesignLife ScienceSoftware

Responsibilities

Owning the strategy, promotion and execution of BioRender’s Customer Webinar program, designed to educate and activate customers on core BioRender functionality and common use cases

Design and execute multi-channel (email, in-app, SMS, webinar) digital engagement programs that increase depth and breadth of user adoption across full serve accounts

Leverage available technology platforms (Salesforce, Outreach, Customer.io, Looker, Zapier, Webflow, Amplitude, ChatGPT, Totango) to turn user data into actionable insights and proactive campaigns that improve user awareness and adoption of the BioRender platform

Partner with and provide scalable solutions for CSMs and CS leadership to identify usage gaps, create engagement triggers, and activate dormant users

Establish baseline metrics and regularly report out on results of digital experiments and program performance at regular intervals

Partner closely with Customer Experience, Marketing, Product, Sales, and Internal Enablement to align digital success strategies with the latest product enhancements, messaging, campaigns, and platform innovations

Qualification

Digital Customer SuccessCustomer Lifecycle MarketingData AnalysisSalesforceCustomer Engagement ToolsExperience in Pharma/BiotechCommunicationInnovativeAdaptableCollaboration Skills

Required

3–6 years experience in Digital Customer Success, Scaled CS, Customer Lifecycle Marketing or CS Operations, ideally with a high growth technology firm

Analytical and process-oriented, comfortable working with data to segment customers, diagnose adoption gaps, and measure program impact

Innovative and adaptable, always seeking new ways to improve client experience through experimentation and measurement

Strong operational and automation skills—comfortable building workflows and programs inside customer engagement tooling

Excellent written communication and ability to translate product value into clear education and engagement