[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.ResponsibilitiesOwn tiered post-sales launch support for new graphing accounts - including dedicated onboarding sessions, product guidance, and admin supportServe as the primary implementation point of contact for Graphing customers, from contract close through first meaningful activationLead migration support for customers transitioning from other graphing tools, ensuring a smooth and confidence-inspiring switchSet up and customize templates for new Graphing customersDevelop 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 userScale effective onboarding across all accountsBuild standardized resources for CSMs to support effective onboarding like plug and play training decks and email templatesPartner with CSMs to support effective Graphing launch onsites, where applicableSkills3+ years in a customer-facing implementation, onboarding, solutions engineering, or technical CSM role at a SaaS companyExperience with data analysis tools (Prism, R/ggplot, Python/matplotlib, SPSS, etc.) or a background in life sciences, biology, or a scientific disciplineProven track record of owning complex product launches or onboarding programs from design through deliveryStrong ability to translate technical product features into clear, accessible training and documentationExcellent written and verbal communication — you can explain a complex concept clearly to a PhD researcher and a department adminHighly organized, self-directed, and comfortable operating in ambiguous, fast-moving environmentsDemonstrated empathy for the customer experience and a bias toward proactive, anticipatory supportWe love our users! Have experience using BioRender's appFamiliarity with Customer.io, Gainsight, Intercom, or similar CS/lifecycle platformsExperience building train-the-trainer programs or champion enablement modelsComfort working cross-functionally with CSM's, Product, Marketing, and SalesBenefitsCompetitive compensation, benefits, and remote-first flexibilityCompany OverviewBioRender develops a science visualization platform for the pharmaceutical and life sciences industries. It was founded in 2017, and is headquartered in Toronto, Ontario, CAN, with a workforce of 201-500 employees. Its website is https://www.biorender.com.