Customer Success Manager

Benchling•Boston, MA

11d•Hybrid

About The Position

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 200,000 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. ROLE OVERVIEW 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.

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 Haves

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

Responsibilities

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.