Customer Success Manager

We are rebuilding biotech for the AI era.

When a breakthrough is delayed the world waits. Getting a molecule from discovery to patients or a crop from lab to field involves thousands of slow manual disconnected steps. AI has the potential to change this compressing decades of R&D work into years. But that only happens when clean structured scientific data and AI are built into how science gets done.

Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments capture structured data and run AI agents and models directly in their workflows. Over 200000 scientists around the world trust Benchling to power their most important work from academic labs to Sanofi Moderna and more than half of the world's top 50 biopharma.

Benchling believes in putting our customers at the center of everything we do. We strive to provide an exceptional experience for our customers and our users from the first touchpoint through our implementations and once they are live.

We take pride in how we support the industry and Customer Success is an essential part of this equation. To keep up with our rapidly expanding growth we are building a team of Customer Success Managers with experience in Life Sciences who can help advise customers develop our processes and drive execution.

Our Customer Success Management (CSM) team works alongside our Professional Services Product and Sales teams to help customers enhance the value of their Benchling investments. Customer Success Managers deeply understand the customer's science business goals and Benchling deployment. They ensure customers achieve maximum value by promoting best practices maximizing adoption – including Benchling AI adoption - and aligning customer deployments with their strategic objectives.

Turn Data into Customer Wins

• Dive deep into customer usage data to uncover patterns opportunities and risks.

• Create and execute product telemetry programs that keep customers one step ahead boosting adoption value realization and achieving business objectives.

Build Deep Expertise in Benchling & Science:

• Become the go-to advisor on the Benchling platform — know its features AI capabilities value drivers and best practices.

• Get to know our customers’ science industry trends and big goals

• Use this expertise to guide customers toward key outcomes and maximize their success.

Partner for Impact

• Collaborate with Sales Product and Professional Services to craft winning customer strategies tackle challenges and champion customer success.

• Drive projects like customer journey mapping and voice-of-customer feedback to make every interaction unforgettable.

• Own and deliver Executive Business Reviews (EBRs) that showcase value realization deployment health customer maturity and alignment to Benchling's product roadmap.

Create Engagement That Sticks

• Design test and launch adoption campaigns that boost customer adoption value and retention.

• Drive deployment health checks adoption plans exciting new feature campaigns digital maturity programs and more.

Own Your Expertise

• Over time carve out your niche in specific Benchling product modules research verticals (e.g. biologics process development etc.) or industry areas.

• Deliver insights that help customers achieve their biggest wins.

 Requirements:

• BS or M.Sc. in Biology Molecular Biology Genetics Biotechnology Bioengineering or similar Life Science field OR 2+ years work experience with Life Sciences or Healthcare companies ideally in a lab or research setting

• 4+ years of Customer Success Professional Services or Consulting experience in a SaaS software environment with the ability to forge relationships with users decision makers and influential stakeholders

• Strong analytical skills with experience leveraging data insights to drive decision-making diagnose customer deployment health and develop targeted adoption strategies.

• Strong project management skills and the ability to influence without authority hands on implementation experience preferred.

• Excellent communication skills able to communicate confidently and concisely in verbal written and presentation formats to all types of audiences

• Self-motivated independent adaptable and can thrive in a fast-paced startup environment

• Ability to travel 20-30% based on customer needs

Nice to Have:

• Experience working with or supporting the Benchling platform

• Understanding of Life Sciences R&D process development or manufacturing processes and scientific concepts.

• Demonstrated ability to immediately interface and build trust with practitioners as well as Director & VP-level Business and IT leaders in Biotech and Pharma companies

• Proficiency with CS tool stacks such as Gainsight Salesforce and analytics/BI tools (e.g. Sigma); comfort leveraging AI tools like Claude for productivity and customer insights.

• GxP experience or familiarity with validation activities at a life sciences or biotech company and/or vertical SaaS software company

We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday Tuesday and Thursday).

#LI-Hybrid #BI-Hybrid #LI-JF1

Benchling welcomes everyone.

We believe diversity enriches our team so we hire people with a wide range of identities backgrounds and experiences.
We are an equal opportunity employer. That means we don’t discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. We also consider for employment qualified applicants with arrest and conviction records consistent with applicable federal state and local law including but not limited to the San Francisco Fair Chance Ordinance.

What We Do

Biotechnology is rewriting life as we know it from the medicines we take to the crops we grow and the household goods that we rely on every day. But moving at the new speed of science requires better technology. Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products. Help us bring modern software to modern science. We’re on Team Science We believe in the promise of science and the teamwork required to fulfill that promise. Whether your background is in science engineering business or another field you’re on Team Science if you believe in the power of science to solve the world’s most pressing problems.

Why Work With Us

Everyday at Benchling you’re surrounded by talented people who are really excited about the work they’re doing and the impact they’re having. It’s truly uplifting to work on a product that you can believe in and to work alongside colleagues who are energized by the shared vision of a future with less disease and greater sustainability.

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