[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.ResponsibilitiesServe as the primary post-sale point of contact for a portfolio of Bioz customersCommunicate directly with customers through phone calls, video meetings, emails, onboarding sessions, and regular check-insBuild strong relationships with customer stakeholders, champions, users, and decision-makersRespond quickly and professionally to customer questions, requests, concerns, and business needsProactively reach out to customers to drive engagement, adoption, satisfaction, renewals, and account growthLead customer conversations with confidence, professionalism, and strong follow-throughMaintain a high level of customer responsiveness and ownershipManage a portfolio of customer accounts and own the day-to-day customer success relationshipDrive customer adoption, engagement, satisfaction, retention, and long-term successOwn or support renewal management for your book of business, including renewal planning, customer communication, and risk mitigationIdentify upsell, upgrade, and expansion opportunities within existing customer accountsPartner with Sales and leadership on strategic renewals, upgrades, and expansion opportunitiesProactively identify at-risk accounts and create action plans to improve customer outcomesHelp improve renewal rates, customer retention, expansion ARR, and overall account valueLead customer onboarding and ensure customers are set up for long-term successHelp customers understand Bioz’s platform, value proposition, use cases, and best practicesConduct product walkthroughs, training sessions, customer check-ins, and business reviewsEnsure customers are realizing clear and measurable value from Bioz’s solutionsCreate and maintain account plans for key customersTrack customer goals, milestones, adoption, engagement, risks, and growth opportunitiesUnderstand each customer’s business objectives, priorities, and growth potentialIdentify ways Bioz can provide additional value to customers over timeSupport upsell and cross-sell conversations by identifying customer needs and communicating relevant Bioz solutionsMaintain accurate renewal forecasts, account notes, expansion opportunities, and customer health updates in the CRMHelp drive gross revenue retention, net revenue retention, renewal rates, and expansion ARRPartner closely with Sales to ensure a smooth transition from closed-won opportunity to successful customer launchCollaborate with Product to share customer feedback, feature requests, product questions, and market insightsWork with Marketing to support customer stories, testimonials, case studies, and advocacy opportunitiesPartner with RevOps and Finance on renewal tracking, CRM hygiene, customer reporting, and account dataRepresent the voice of the customer internally and help improve the overall customer experienceMaintain accurate customer records, activity tracking, renewal dates, account plans, and opportunity updates in the CRMUse customer data, product usage signals, and account insights to identify risks and growth opportunitiesHelp improve customer success playbooks, onboarding processes, renewal workflows, and customer health trackingCommunicate customer trends, risks, opportunities, and results to leadershipStay highly organized across multiple customer accounts, priorities, deadlines, and renewal timelinesDevelop a deep understanding of Bioz’s platform, customers, use cases, competitive landscape, and value propositionClearly communicate how Bioz helps scientific product suppliers drive visibility, credibility, engagement, and revenueStay informed about customer needs, scientific product markets, and trends relevant to Bioz’s customersSkills3+ years of experience as a Customer Success Manager, Account Manager, or similar customer-facing role at a B2B SaaS companyProven experience working directly with customers through calls, video meetings, emails, onboarding sessions, renewals, and account check-insStrong customer communication skills, including the ability to write clear emails, lead effective calls, and manage follow-up professionallyExperience managing customer relationships, adoption, retention, renewals, and account growthExperience owning or supporting customer renewals, upsells, upgrades, or expansion opportunitiesStrong relationship-building skills with the ability to engage both day-to-day users and senior decision-makersExcellent written and verbal English communication skillsStrong organizational skills and ability to manage multiple customer accounts, customer requests, deadlines, and renewal timelinesComfortable using CRM and customer success tools such as Pipedrive, Salesforce, HubSpot, Gainsight, Catalyst, ChurnZero, or similar platformsData-driven mindset with the ability to track account health, identify risks, and uncover growth opportunitiesEntrepreneurial, proactive, and comfortable working in a fast-paced startup environmentStrong problem-solving skills and ability to work cross-functionally with Sales, Product, Marketing, RevOps, and leadershipComfortable operating as a senior individual contributor without direct people-management responsibilitiesExperience managing enterprise, mid-market, or strategic B2B SaaS customers is a plusExperience in life sciences, scientific research, biotech, pharma, laboratory products, publishing, or scientific software is a strong plusDegree in Biology, Chemistry, or a related field is a plusBenefitsCompetitive salary and performance-based incentivesEquity / stock optionsMedical, dental, and vision insuranceCompany OverviewBioz is a disruptive startup at the intersection of information technology and scientific research. It was founded in 2013, and is headquartered in Palo Alto, California, USA, with a workforce of 51-200 employees. Its website is https://www.bioz.com/.