Customer Education Manager, Implementation

About BioRender

BioRender is committed to accelerating global scientific learning, discovery, and communication by creating software that allows scientists to produce high-quality, professional scientific figures, presentations, and data visualizations. Used by over 2 million scientists across more than 200 countries, BioRender is a trusted platform where science is effectively communicated.

Role Overview

We are introducing our new Graphing product and require an Implementation Specialist to oversee the entire launch experience. This role is customer-facing within the Customer Education team and is responsible for designing and delivering onboarding programs, migration assistance, and training resources that ensure smooth adoption of Graphing across our customer base. Successful implementation directly supports customer retention and renewal by facilitating product activation and change management.

Key Responsibilities

• Manage tiered post-sales support for new Graphing accounts, including onboarding sessions, product guidance, and administrative assistance.
• Act as the main point of contact for Graphing customers from contract signing through initial activation.
• Lead migration efforts for customers switching from other graphing tools, ensuring seamless transitions.
• Configure and customize templates tailored to new Graphing clients.
• Develop tailored onboarding materials based on user profiles, skill levels, and product aspects such as quick-start guides, training presentations, and video tutorials.
• Create ready-to-use templates and setup tools to reduce time-to-value for every new user.
• Expand onboarding initiatives across all accounts for scalability.
• Produce standardized resources for Customer Success Managers (CSMs) such as training decks and email templates to support onboarding.
• Collaborate with CSMs to facilitate effective on-site product launches when applicable.

Candidate Profile

• Minimum of 3 years experience in customer-facing roles involving implementation, onboarding, solutions engineering, or technical customer success within a SaaS environment.
• Familiarity with data analysis software such as Prism, R/ggplot, Python/matplotlib, or SPSS, or a background in life sciences or related scientific disciplines.
• Proven ability to own and deliver complex product launches or onboarding programs from inception to execution.
• Strong skill in translating technical product details into understandable training materials and documentation.
• Excellent verbal and written communication skills, able to clearly explain complex concepts to diverse audiences including PhD researchers and administrative staff.
• Highly organized, self-motivated, and adaptable to fast-evolving and ambiguous environments.
• Demonstrated empathy for customers and a proactive approach to supporting their needs.

Preferred Qualifications

• Prior experience using BioRender’s software.
• Knowledge of customer management and engagement platforms such as Customer.io, Gainsight, or Intercom.
• Experience developing train-the-trainer programs or champion empowerment models.
• Comfortable working collaboratively across teams including CSM, Product, Marketing, and Sales.

Why Work with Us?

• Engage in mission-oriented work that helps scientists communicate research more effectively.
• Opportunity for a high-impact role where you build new initiatives rather than follow existing protocols.
• Work within a supportive, collaborative culture with strong leadership in customer success.
• Receive competitive pay, benefits, and flexible remote working arrangements.
• Contribute to a product loved by customers within a rapidly growing company.

Additional Information

BioRender is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. All qualified candidates will be considered regardless of race, color, religion, gender identity, sexual orientation, nationality, disability status, or veteran status. By applying, you agree to the processing of your personal data in compliance with GDPR and company privacy policies.