Customer Education Manager

BioRender builds software that helps scientists create professional-grade scientific figures, presentations, and data visualizations. The Customer Education Manager owns and improves customer-facing documentation and learning resources, including the Help Center, training materials, guides, and videos, to support product adoption and retention.

Responsibilities:

• Serve as the end-to-end owner of BioRender’s Help Center: structure, content quality, accuracy, and user experience
• Keep documentation current as the product evolves, and produce new articles that anticipate user needs
• Use search data, support trends, and user feedback to identify gaps, retire outdated content, and continuously improve discoverability
• Establish and maintain content standards, templates, and style guidelines so content stays consistent and scalable
• Help maintain localization to make our content accessible to users around the world
• In partnership with our other Customer Education Managers, produce customer-facing guides, how-to content, and videos (scripts, screen recordings, walkthroughs) that make BioRender easy to learn and use
• Develop resources that support onboarding, feature adoption, and common use cases across our user base
• Partner with CSMs and Support to turn recurring customer questions into reusable content
• Track learner engagement and outcomes (such as course completion and feature adoption), and iterate based on what you find
• Partner with Product to stay ahead of releases, so documentation and learning content are ready when features ship
• Own documentation for product updates, and coordinate with Marketing and GTM so launch messaging, in-product content, and enablement stay aligned

Requirements:

• 1+ years in technical writing, customer education, instructional design, or content roles at a SaaS company
• Proven experience owning a help center or knowledge base, including content strategy, maintenance, and optimization
• Background in life sciences, biology, or a scientific discipline, or deep familiarity with how scientists work and communicate
• Experience using the BioRender system
• Exceptional writing and editing skills, with the ability to explain complex product functionality clearly and concisely
• Experience creating customer guides and instructional videos
• Ability to work cross-functionally with Product, Marketing, and GTM teams to stay aligned on a fast-moving product roadmap
• Data-driven mindset: you track what's working (search terms, article performance, course completion), iterate quickly, and tie content to business outcomes
• Highly organized and self-directed, able to manage ongoing documentation upkeep while building longer-term learning infrastructure
• Experience building structured learning programs and with instructional design frameworks
• Familiarity with help center and knowledge base platforms (Zendesk, Intercom, Guru) and comfort with light HTML/CSS
• Familiarity with LMS or course-authoring tools (Teachable, Thinkific, Articulate, etc.) and video tools (Loom, Camtasia, Descript, etc.)
• Comfort with localization strategy: adapting content for different regions and languages
• Experience with docs-as-product practices, such as release-note workflows and content governance