[Hiring] Customer Education Manager @BioRender Inc.

Role Description

Great customer education is one of the most scalable ways to help users succeed with BioRender. As a Customer Education Manager, you’ll own the resources that teach our users how to get the most from the product, including the Help Center, the Learning Hub, and our training materials. You’ll keep content accurate, discoverable, and useful, while building formal training courses, digital learning paths, customer guides, and videos that help every user get more from BioRender.

This role sits within the Customer Education team and works in close partnership with Product, Marketing, and GTM teams, with a goal to increase active users, reduce friction, and make education a core driver of adoption and retention at scale.

What You’ll Do

• Own and Optimize Customer-Facing Documentation
  • Serve as the end-to-end owner of BioRender’s Help Center: structure, content quality, accuracy, and user experience.
  • Keep documentation current as the product evolves, and produce new articles that anticipate user needs.
  • Use search data, support trends, and user feedback to identify gaps, retire outdated content, and continuously improve discoverability.
  • Establish and maintain content standards, templates, and style guidelines so content stays consistent and scalable.
  • Help maintain localization to make our content accessible to users around the world.
• Build and Maintain Customer-Facing Resources
  • In partnership with our other Customer Education Managers, produce customer-facing guides, how-to content, and videos (scripts, screen recordings, walkthroughs) that make BioRender easy to learn and use.
  • Develop resources that support onboarding, feature adoption, and common use cases across our user base.
  • Partner with CSMs and Support to turn recurring customer questions into reusable content.
  • Track learner engagement and outcomes (such as course completion and feature adoption), and iterate based on what you find.
• Act as the Documentation Liaison to Product, Marketing, and GTM
  • Partner with Product to stay ahead of releases, so documentation and learning content are ready when features ship.
  • Own documentation for product updates, and coordinate with Marketing and GTM so launch messaging, in-product content, and enablement stay aligned.

Qualifications

• 1+ years 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 a scientific discipline, or deep familiarity with how scientists work and communicate.
• Experience using the BioRender system. We love our users!
• 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 to stay aligned on a fast-moving product roadmap.
• Data-driven mindset: you track what’s working (search terms, article performance, course completion), iterate quickly, and tie content to business outcomes.
• Highly organized and self-directed, able to manage ongoing documentation upkeep while building longer-term learning infrastructure.

Bonus Points

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

Benefits

• We are mission-driven: we work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery. BioRender figures have appeared in more than 54,000 publications!
• BioRender is loved by millions: We have a world-class NPS and a community of loyal fans and users in 200+ countries!
• Our company is backed by top investors and accelerators like Y Combinator, and we are on a growth trajectory comparable to many top-performing SaaS companies.
• We’re remote-first with team members across Canada and the U.S., offering you the flexibility to work from anywhere.

Company Description

BioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. We build software for scientists — from academics to biotech enterprises — to create professional-grade scientific figures, presentations, and data visualizations. Trusted by over 2 million scientists across 200+ countries, BioRender is where the world’s best science gets communicated.