Customer Education Manager, Implementation
B
BioRenderScientific software
Location: Remote (Canada)
Secondary Locations: Remote (US)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3+ years in a customer-facing implementation, onboarding, solutions engineering, or technical CSM role at a SaaS company
- Required Skills
- SaaS
Requirements
- Have 3+ years of experience in customer-facing implementation, onboarding, solutions engineering, or a technical CSM role at a SaaS company.
- Have experience with data analysis tools such as Prism, R/ggplot, Python/matplotlib, or SPSS, or a background in life sciences, biology, or a scientific discipline.
- Demonstrate a track record of owning complex product launches or onboarding programs from design through delivery.
- Be able to translate technical product features into clear, accessible training and documentation.
- Be highly organized, self-directed, and comfortable working in ambiguous, fast-moving environments.
- Demonstrate empathy for the customer experience and proactive support.
- BioRender app experience is a bonus.
- Familiarity with Customer.io, Gainsight, Intercom, or similar customer success or lifecycle platforms is a bonus.
- Experience building train-the-trainer programs or champion enablement models is a bonus.
- Comfort working cross-functionally with CSMs, Product, Marketing, and Sales is a bonus.
Responsibilities
- Lead tiered post-sales launch support for new Graphing accounts, including onboarding sessions, product guidance, and admin support.
- Serve as the primary implementation contact for Graphing customers from contract close through first meaningful activation.
- Lead migration support for customers transitioning from other graphing tools.
- Set up and customize templates for new Graphing customers.
- Develop onboarding resources for different user types, skill levels, and product areas, including quick-start guides, training decks, and video walkthroughs.
- Create reusable templates and setup assets to reduce time-to-value for new Graphing users.
- Scale onboarding across accounts.
- Build standardized onboarding resources for CSMs, including training decks and email templates.
- Partner with CSMs to support Graphing launch onsites where applicable.
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