Customer Success Manager

Bioz is hiring a Customer Success Manager to manage, grow, and retain relationships with its B2B SaaS customers. The role focuses on direct customer engagement, onboarding, adoption, renewals, retention, and account expansion, in collaboration with Sales, Marketing, Product, RevOps, and leadership.

Responsibilities:

• Serve as the primary post-sale point of contact for a portfolio of Bioz customers
• Communicate directly with customers through phone calls, video meetings, emails, onboarding sessions, and regular check-ins
• Build strong relationships with customer stakeholders, champions, users, and decision-makers
• Respond quickly and professionally to customer questions, requests, concerns, and business needs
• Proactively reach out to customers to drive engagement, adoption, satisfaction, renewals, and account growth
• Lead customer conversations with confidence, professionalism, and strong follow-through
• Maintain a high level of customer responsiveness and ownership
• Manage a portfolio of customer accounts and own the day-to-day customer success relationship
• Drive customer adoption, engagement, satisfaction, retention, and long-term success
• Own or support renewal management for your book of business, including renewal planning, customer communication, and risk mitigation
• Identify upsell, upgrade, and expansion opportunities within existing customer accounts
• Partner with Sales and leadership on strategic renewals, upgrades, and expansion opportunities
• Proactively identify at-risk accounts and create action plans to improve customer outcomes
• Help improve renewal rates, customer retention, expansion ARR, and overall account value
• Lead customer onboarding and ensure customers are set up for long-term success
• Help customers understand Bioz’s platform, value proposition, use cases, and best practices
• Conduct product walkthroughs, training sessions, customer check-ins, and business reviews
• Ensure customers are realizing clear and measurable value from Bioz’s solutions
• Create and maintain account plans for key customers
• Track customer goals, milestones, adoption, engagement, risks, and growth opportunities
• Understand each customer’s business objectives, priorities, and growth potential
• Identify ways Bioz can provide additional value to customers over time
• Support upsell and cross-sell conversations by identifying customer needs and communicating relevant Bioz solutions
• Maintain accurate renewal forecasts, account notes, expansion opportunities, and customer health updates in the CRM
• Help drive gross revenue retention, net revenue retention, renewal rates, and expansion ARR
• Partner closely with Sales to ensure a smooth transition from closed-won opportunity to successful customer launch
• Collaborate with Product to share customer feedback, feature requests, product questions, and market insights
• Work with Marketing to support customer stories, testimonials, case studies, and advocacy opportunities
• Partner with RevOps and Finance on renewal tracking, CRM hygiene, customer reporting, and account data
• Represent the voice of the customer internally and help improve the overall customer experience
• Maintain accurate customer records, activity tracking, renewal dates, account plans, and opportunity updates in the CRM
• Use customer data, product usage signals, and account insights to identify risks and growth opportunities
• Help improve customer success playbooks, onboarding processes, renewal workflows, and customer health tracking
• Communicate customer trends, risks, opportunities, and results to leadership
• Stay highly organized across multiple customer accounts, priorities, deadlines, and renewal timelines
• Develop a deep understanding of Bioz’s platform, customers, use cases, competitive landscape, and value proposition
• Clearly communicate how Bioz helps scientific product suppliers drive visibility, credibility, engagement, and revenue
• Stay informed about customer needs, scientific product markets, and trends relevant to Bioz’s customers

Requirements:

• 2+ years of experience as a Customer Success Manager, Account Manager, or similar customer-facing role at a B2B SaaS company
• Proven experience working directly with customers through calls, video meetings, emails, onboarding sessions, renewals, and account check-ins
• Strong customer communication skills, including the ability to write clear emails, lead effective calls, and manage follow-up professionally
• Experience managing customer relationships, adoption, retention, renewals, and account growth
• Experience owning or supporting customer renewals, upsells, upgrades, or expansion opportunities
• Strong relationship-building skills with the ability to engage both day-to-day users and senior decision-makers
• Excellent written and verbal English communication skills
• Strong organizational skills and ability to manage multiple customer accounts, customer requests, deadlines, and renewal timelines
• Comfortable using CRM and customer success tools such as Pipedrive, Salesforce, HubSpot, Gainsight, Catalyst, ChurnZero, or similar platforms
• Data-driven mindset with the ability to track account health, identify risks, and uncover growth opportunities
• Entrepreneurial, proactive, and comfortable working in a fast-paced startup environment
• Strong problem-solving skills and ability to work cross-functionally with Sales, Product, Marketing, RevOps, and leadership
• Comfortable operating as a senior individual contributor without direct people-management responsibilities
• Experience managing enterprise, mid-market, or strategic B2B SaaS customers is a plus
• Experience in life sciences, scientific research, biotech, pharma, laboratory products, publishing, or scientific software is a strong plus
• Degree in Biology, Chemistry, or a related field is a plus