Team Lead, Customer Success

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! 🚀

BioRender is seeking a team lead to lead a high-performing team in delivering exceptional enterprise customer experiences. You will drive retention, expansion, and engagement, ensuring scientists maximize BioRender’s value.

As a strategic and empathetic leader, you’ll mentor your team and collaborate cross-functionally to refine scalable success strategies. Data-driven and process-oriented, you excel in fast-paced environments, leveraging insights to enhance customer outcomes and business impact.

Role Overview As the Team Lead, Customer Success, you will lead and inspire a team of Full-Serve (Academic) Customer Success Managers to deliver an exceptional user experience, maximizing the value customers gain from BioRender. Your leadership will be instrumental in surpassing our Full-Serve growth and retention goals. A supportive and empathetic mentor, you are deeply committed to coaching and developing your team. As a strong team player, you collaborate closely with cross-functional partners in Product, Marketing, Sales, and Operations to drive optimal customer outcomes.

Our Ideal Fit

• 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.

What You’ll Be Doing

• 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.

What You Bring To The Table

• 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.
• Bonus: Prior experience in life sciences and/or a Bachelor of Science degree (or equivalent) in a related field such as biology, biotechnology, biomedical engineering, or biochemistry.

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.