Customer Success Operations Manager

About BioRender

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 the Customer Success Operations Manager, you'll build the operating system behind Customer Success: data + insights, health/risk signals, and scalable programs + automation that improve retention, expansion, and CS efficiency.

What You'll Be Doing

• Customer health, risk, and renewal forecasting
• 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”
• Scaled CS programs & workflow automation
• 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
• Insights, reporting, and operating cadence
• 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)
• Systems + cross-functional execution
• 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

What you’ll own (example deliverables in first 90–120 days)

• 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

What You Bring To The Table

• 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)

Nice-to-haves

• 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

Success metrics

• Improved GRR/NRR visibility and forecast accuracy; reduced “surprise churn”
• Increased CSM capacity via automation (time-to-QBR, renewal process cycle time)
• Adoption of health score + playbooks (usage, action rates, measurable outcome lift)

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.

Key skills/competency

• Customer Success Operations
• SaaS Analytics
• Health Scoring
• Renewal Forecasting
• Workflow Automation
• CRM Administration
• Data Integration
• KPI Design
• Cross-functional Collaboration
• Reporting & Insights