[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Bioz is a Nobel Laureate-backed Silicon Valley tech startup that has built a citation-based semantic search engine for scientific research. They are seeking a Senior Customer Success Manager to manage and grow relationships with B2B SaaS customers, focusing on customer engagement and ensuring the value realization of their platform.

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

Skills

• 3+ 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

Benefits

• Competitive salary and performance-based incentives
• Equity / stock options
• Medical, dental, and vision insurance

Company Overview