[Remote] Customer Education Manager, Implementation
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Competitive compensation, benefits, and remote-first flexibility
Company Overview