BioRender · 7 hours ago
Customer Success Operations Manager
United States
Full-time
Remote
Mid, Senior Level
2+ years expBioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. As the Customer Success Operations Manager, you'll build the operating system behind Customer Success, focusing on data insights, health signals, and scalable programs that improve retention and efficiency.
Graphic DesignLife ScienceSoftware
Responsibilities
Design and iterate customer health scores (multi-signal models spanning usage, engagement, outcomes, support, relationship) and make them actionable for CSMs
Build risk & renewal forecasting for upcoming renewals and at-risk revenue (GRR/NRR visibility), with clear categories and drivers
Implement triggers & alerts (churn risk, adoption drops, champion change, renewal window, expansion propensity) and define the playbook for 'what to do next'
Standardize and automate CS workflows: onboarding, lifecycle milestones, success plans, renewals, QBRs, handoffs and SLAs
Partner with Digital Success / one-to-many motions to operationalize segmentation-based programs and measure impact
Reduce manual work through automation (templates, orchestration, proactive tasks), improving CSM capacity
Own CS reporting: portfolio health, renewal pipeline hygiene, adoption, retention/expansion trends, capacity/productivity insights
Build executive-ready narratives for CS leadership and QBR-style rhythms (what changed, why, what we’re doing)
Partner closely with CS Leadership team to understand business requirements and collaborate regularly to build and iterate on solutions
Partner with RevOps/Salesforce Admins/Data/Product to integrate the data needed for health scoring and triggers (product usage, support, billing, CRM)
Own requirements, QA/UAT, rollout, enablement, and change management for CS process/tool changes
Partner with product operations and data science to provide a single pane of glass into customer user data
Health score v1 + playbooks + adoption plan
Renewal forecast + 'at-risk revenue' dashboard and weekly inspection rhythm
Trigger framework (top 10 risk + expansion signals) + automated workflows
Standardized renewal stages + QBR/EBR templates and automation improvements
Qualification
Required
2–5+ years in CS Ops / RevOps / Biz Ops / CS analytics in B2B SaaS (or equivalent)
Proven experience building health scoring and/or renewal forecasting, and shipping cross-functional operational changes
Strong analytics chops: KPI design, cohort thinking, dashboarding (Tableau/Looker/PowerBI, etc.)
Systems fluency: CRM + CS platforms, automation, lifecycle design (Slack, Zapier, Salesforce)
Preferred
Experience administering CS platforms / CRM tools and building lifecycle automation
Familiarity with survey/sentiment data and tying qualitative inputs into health/risk workflows
Background partnering with Digital CS / one-to-many motions
Familiarity with PLG/Freemium and bottoms up Customer Success motions
Benefits
Flexibility to work from anywhere
Company
BioRender
BioRender develops a science visualization platform for the pharmaceutical and life sciences industries.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$17.04MKey Investors
Y Combinator
2023-04-20Series A· $15.32M
2018-01-04Seed· $1.72M
2017-07-31Seed
Leadership Team
Shiz Aoki
Co-founder and CEO
Katya Shteyn
Co-founder and CTO
Recent News
Research & Development World
2025-10-21
Liquid 2 Ventures
2025-03-03
Company data provided by crunchbase