Customer Education Manager

BioRender Inc.•Remote (Canada),

1d•Remote

About The Position

The Customer Education Manager owns BioRender’s customer education resources, including the Help Center, Learning Hub, and training materials. The role is responsible for keeping content accurate, discoverable, and useful, and for developing formal training courses, digital learning paths, customer guides, and videos that help users get more from BioRender. As part of the Customer Education team, this role partners closely with Product, Marketing, and go-to-market (GTM) teams. Its goal is to increase active users, reduce friction, and make education a driver of adoption and retention at scale.

Requirements

At least 1 year of experience in technical writing, customer education, instructional design, or content roles at a SaaS company.
Proven experience owning a help center or knowledge base, including content strategy, maintenance, and optimization.
Background in life sciences, biology, or another scientific discipline, or deep familiarity with how scientists work and communicate.
Experience using the BioRender system.
Exceptional writing and editing skills, with the ability to explain complex product functionality clearly and concisely.
Experience creating customer guides and instructional videos.
Ability to work cross-functionally with Product, Marketing, and GTM teams in alignment with a fast-moving product roadmap.
A data-driven approach, including tracking search terms, article performance, and course completion, iterating quickly, and connecting content to business outcomes.
Strong organization and self-direction, with the ability to manage ongoing documentation upkeep while building longer-term learning infrastructure.

Nice To Haves

Experience building structured learning programs and using instructional design frameworks.
Familiarity with help center and knowledge base platforms such as Zendesk, Intercom, or Guru, and comfort with light HTML/CSS.
Familiarity with LMS or course-authoring tools such as Teachable, Thinkific, or Articulate, and video tools such as Loom, Camtasia, or Descript.
Comfort with localization strategy, including adapting content for different regions and languages.
Experience with docs-as-product practices, such as release-note workflows and content governance.

Responsibilities

Own the BioRender Help Center end to end, including its structure, content quality, accuracy, and user experience.
Keep documentation current as the product evolves and create articles that anticipate user needs.
Use search data, support trends, and user feedback to identify content gaps, retire outdated material, and improve discoverability.
Establish and maintain content standards, templates, and style guidelines.
Help maintain localization so content is accessible to users around the world.
Partner with other Customer Education Managers to produce customer guides, how-to content, and instructional videos, including scripts, screen recordings, and walkthroughs.
Develop resources that support onboarding, feature adoption, and common user needs.
Work with Customer Success Managers and Support to turn recurring customer questions into reusable content.
Track learner engagement and outcomes, such as course completion and feature adoption, and improve resources based on findings.
Partner with Product to prepare documentation and learning content ahead of product releases.
Own documentation for product updates and coordinate with Marketing and GTM to align launch messaging, in-product content, and enablement.