Digital Customer Success Manager
BioRender
Sales & Business Development, Customer Service
Canada · Remote
Posted on Jan 14, 2026
Digital Customer Success Manager
Remote (Canada) • Remote (US)
Customer Success
Remote
Full-time
At BioRender, we’re on a mission to accelerate the world’s ability to learn, discover, and communicate science — transforming how knowledge is shared and making science open, collaborative, and easily understandable by all.
We’re shaping the future of science communication and are looking for talented individuals to help bring this vision to life!
As our first Digital Customer Success Manager, you will plan, design and execute on BioRender’s digital-first Customer Success strategy, owning the customer-facing programs that drive meaningful depth and breadth of product adoption at scale, from SMB to Enterprise customers.
You’ll collaborate closely with cross-functional partners across Customer Success, Customer Experience, Product, Marketing, and Operations to build multi-channel customer communication and education programs that inform, activate, and re-engage paid users, delivering meaningful customer outcomes while helping the CS team scale efficiently.
This role is ideal for someone who is highly analytical, creative, collaborative, and action-oriented.
What you'll be doing
- 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
What you bring to the table
- 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.
- Experience working with big pharma / biotech / scientific research institutions a plus
Why join us?
- 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.
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.
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Req ID: R98
