Customer Education Manager, Implementation

BioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. They are seeking a Customer Education Manager, Implementation to lead the onboarding and support for their new Graphing product, ensuring successful adoption and customer satisfaction.

Responsibilities:

• Own tiered post-sales launch support for new graphing accounts - including dedicated onboarding sessions, product guidance, and admin support
• Serve as the primary implementation point of contact for Graphing customers, from contract close through first meaningful activation
• Lead migration support for customers transitioning from other graphing tools, ensuring a smooth and confidence-inspiring switch
• Set up and customize templates for new Graphing customers
• Develop customized onboarding resources by user type, skill level, and product area (e.g., quick-start guides, training decks, video walkthroughs)
• Create plug-and-play templates and setup assets that reduce time-to-value for every new Graphing user
• Scale effective onboarding across all accounts
• Build standardized resources for CSMs to support effective onboarding like plug and play training decks and email templates
• Partner with CSMs to support effective Graphing launch onsites, where applicable

Requirements:

• 3+ years in a customer-facing implementation, onboarding, solutions engineering, or technical CSM role at a SaaS company
• Experience with data analysis tools (Prism, R/ggplot, Python/matplotlib, SPSS, etc.) or a background in life sciences, biology, or a scientific discipline
• Proven track record of owning complex product launches or onboarding programs from design through delivery
• Strong ability to translate technical product features into clear, accessible training and documentation
• Excellent written and verbal communication — you can explain a complex concept clearly to a PhD researcher and a department admin
• Highly organized, self-directed, and comfortable operating in ambiguous, fast-moving environments
• Demonstrated empathy for the customer experience and a bias toward proactive, anticipatory support
• We love our users! Have experience using BioRender's app
• Familiarity with Customer.io, Gainsight, Intercom, or similar CS/lifecycle platforms
• Experience building train-the-trainer programs or champion enablement models
• Comfort working cross-functionally with CSM's, Product, Marketing, and Sales