Customer Education Manager, Implementation

BioRender Inc.•Remote (Canada),

15h•Remote

About The Position

BioRender is expanding with our new Graphing product and we need someone to own the launch experience end-to-end. As our first Implementation Specialist, you’ll be the dedicated expert ensuring every organization that adopts Graphing gets up and running quickly, confidently, and successfully. This is a high-impact, customer-facing role sitting within BioRender’s Customer Education team. You’ll design and deliver the onboarding programs, migration support, and training resources that make Graphing adoption frictionless while also scaling those programs across our full-serve customer base. This role is critical because: Successful implementation is critical to long-term adoption and success. You directly support positive renewal outcomes by setting customers up for success through successful activation and change management support.

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

Nice To Haves

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

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