Customer Success Manager

Benchling is the AI platform for biotech R&D, helping scientists design experiments, capture structured data, and run AI agents and models in their workflows. Trusted by over 200,000 scientists, including Sanofi, Moderna, and more than half of the world's top 50 biopharma.

As a Customer Success Manager, you will join the Customer Experience team to help customers enhance the value of their Benchling investments. You will work alongside Professional Services, Product, and Sales teams to drive adoption, value realization, and strategic alignment.

• Dive deep into customer usage data to uncover patterns, opportunities, and risks; create and execute product telemetry programs.
• Become a go-to advisor on the Benchling platform, including its AI capabilities, and understand customers' science and goals.
• Collaborate with Sales, Product, and Professional Services to craft customer strategies and drive projects like customer journey mapping and voice-of-customer feedback.
• Own and deliver Executive Business Reviews (EBRs) showcasing value realization and deployment health.
• Design, test, and launch adoption campaigns to boost customer adoption, value, and retention.
• Carve out a niche in specific Benchling product modules, research verticals, or industry areas.

• 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.
• 4+ years of Customer Success, Professional Services, or Consulting experience in a SaaS software environment.
• Strong analytical skills with experience leveraging data insights to drive decision-making.
• Strong project management skills and the ability to influence without authority.
• Excellent communication skills.
• Self-motivated, independent, adaptable, and able to thrive in a fast-paced startup environment.
• Ability to travel 20-30% based on customer needs.

• Experience working with or supporting the Benchling platform.
• Understanding of Life Sciences R&D, process development, or manufacturing processes.
• Proficiency with CS tool stacks such as Gainsight, Salesforce, and analytics/BI tools (e.g., Sigma); comfort leveraging AI tools like Claude.
• GxP experience or familiarity with validation activities.

Salary range: $110,330 – $149,270 USD per year, plus equity. Benchling offers a flexible hybrid work arrangement with 3 days on-site per week (Monday, Tuesday, Thursday).