biorender-inc - Customer Education Manager
Requirements
• 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 • 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
Responsibilities
• 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new articles that anticipate user needs • Use search data, support trends, and user feedback to identify gaps, retire outdated content, and continuously improve discoverability • Establish and maintain content standards, templates, and style guidelines so content stays consistent and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
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.
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