Benchling
biotech
Leader,CustomerSuccess
“Leader, Customer Success at Benchling. Skills: Customer Success Leadership, Life Sciences domain expertise, Enterprise SaaS background, Team Management, Strategic Leadership, Customer Adoption, Customer Advocacy, AI adoption. Manage, mentor, and grow a team of CSMs, including hiring as needed.. Ensure the team is highly enabled on Benchling’s platform and equipped with the scientific domain expertise needed to support customers effectively.”
What You'll Achieve.
drive significant adoption and customer advocacy; establish significant adoption strategies; focus on customer outcome realization; build processes that scale; achieving adoption targets; AI adoption, including awareness, activation, and usage monitoring; value realization; customer maturity; Benchling's strategic roadmap; renewal influence
Industry & Context.
Ability to travel up to 20% based on team and customer needs.
What They're Looking For.
Must Have
Bachelor’s degree in Life Sciences, Business, or a related field., 5+ years of experience in Customer Success, Professional Services, or a related field within SaaS., 2+ years in a management role., understanding of Life Sciences R&D, process development, or related scientific domains, Proven ability to lead and develop a high-performing team., Excellent communication skills, able to build relationships across technical and business stakeholders at all levels., Self-motivated, adaptable, and thrives in a fast-paced, dynamic environment., Experience leveraging a modern CS tech stack, including CRM (e. g. , Salesforce), customer success platforms (e. g. , Gainsight), data/analytics tools (e. g. , Mode, Sigma), and AI-assisted productivity tools (e. g. , Claude)., Ability to travel up to 20% based on team and customer needs.
Nice to Have
Experience working with or supporting the Benchling platform., Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success.
What You'll Do.
and grow a team of CSMs
including hiring as needed.
Ensure the team is highly enabled on Benchling’s platform and equipped with the scientific domain expertise needed to support customers effectively.
Coach CSMs on designing and delivering Executive Business Reviews that showcase value realization
and Benchling's strategic roadmap
Lead the team in achieving adoption targets through strategic guidance and operational excellence.
Use data to identify risks
and trends across the customer portfolio
and develop plans to address them.
Implement best practices for tracking metrics
standardizing processes
and ensuring consistent delivery of value to customers.
Partner with CX Operations to identify and eliminate sources of CSM toil
and improved workflows to increase team efficiency and allow CSMs to focus on high-value customer engagement.
Directly owns a small portfolio of strategic/enterprise accounts as the named CSM
with full responsibility for adoption
and renewal influence.
Model the customer engagement standard expected of the team (EBRs
adoption planning) using these accounts to stay close to the realities of the role and the product.
Use direct customer exposure to sharpen coaching
identify systemic gaps
and feed credible voice-of-customer back into Product
Serve as a senior point of contact for complex or high-priority customer engagements
supporting CSMs in addressing challenging situations.
Champion the voice of the customer within Benchling
providing feedback to internal teams to drive product improvements and innovation.
Guide CSMs in navigating complex customer organizations to build multi-threaded relationships and drive consensus on adoption strategies.
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams (Sales, Product, Professional Services) to ensure alignment on customer goals.; Partner with CX Operations to identify and eliminate sources of CSM toil, leveraging AI tools, automation, and improved workflows to increase team efficiency and allow CSMs to focus on high-value customer engagement.; Use direct customer exposure to sharpen coaching, identify systemic gaps, and feed credible voice-of-customer back into Product, PS, and Sales.; Champion the voice of the customer within Benchling, providing feedback to internal teams to drive product improvements and innovation.; Guide CSMs in navigating complex customer organizations to build multi-threaded relationships and drive consensus on adoption strategies.
Communication Scope
Excellent communication skills, able to build relationships across technical and business stakeholders at all levels.
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