Customer Education Manager, Implementation
About the role
The opportunity involves leading the launch experience for BioRender's new Graphing product. As the first Implementation Specialist, you'll ensure every organization adopting Graphing gets up and running quickly, confidently, and successfully. This role sits within BioRender's Customer Education team and is crucial for long-term adoption and success.
Responsibilities
- Lead Graphing & New Product Launches
- 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
- Migrate & Technical Onboarding
- 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
- Build & Scale Onboarding Resources
- 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
- Optimize Internal Collaboration
- 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
Bonus Points
- 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
What We’re Looking For
We're looking for a highly motivated individual with a proven track record of success in customer-facing roles. You should have a strong understanding of data analysis tools and a background in life sciences, biology, or a related field. Excellent communication skills and the ability to translate technical concepts into accessible training materials are essential. You should be highly organized, self-directed, and able to operate in a fast-paced, ambiguous environment. Demonstrated empathy for the customer experience and a bias toward proactive support are also important.
Why Join Us?
- Mission-driven work: every customer you activate is a scientist who can now communicate their research more effectively
- High-ownership, high-impact role — you're building something new, not inheriting a playbook
- Collaborative culture with strong CS leadership and cross-functional support
- Competitive compensation, benefits, and remote-first flexibility
- A product customers genuinely love — and a company on an extraordinary growth trajectory