Customer Education Manager, Implementation
Own end-to-end post-sales implementation and onboarding for BioRender's new Graphing product. Design launch programs, migration support, and training resources while partnering with CSMs to drive customer activation and adoption.
About the job
What You’ll Do
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
Migration & 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
What We’re Looking For
Required
- 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 — ability to explain complex concepts 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
- 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 CSMs, Product, Marketing, and Sales
Skills
Saas Implementation, Onboarding, Solutions Engineering, Technical Csm, Data Analysis Tools, Prism, R, Ggplot, Python, Matplotlib, Spss, Life Sciences, Biology, Scientific Discipline, Product Launches Training Documentation
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