Customer Success Manager

Benchling•San Francisco, CA

18d•$110,330 - $149,270•Hybrid

About The Position

Benchling is seeking Customer Success Managers with Life Sciences experience to help customers enhance the value of their Benchling investments. The Customer Success Management team works alongside Professional Services, Product, and Sales. Customer Success Managers develop a deep understanding of customers’ science, business goals, and Benchling deployments, then help customers realize maximum value by promoting best practices, increasing adoption—including adoption of Benchling AI—and aligning deployments with strategic objectives. The role includes analyzing product usage data, creating telemetry and adoption programs, advising customers on Benchling and its AI capabilities, and partnering with internal teams on customer strategies and challenges. Customer Success Managers also lead Executive Business Reviews, deployment health checks, adoption plans, feature campaigns, and digital maturity programs. Over time, they may develop expertise in particular Benchling product modules, research verticals, or industry areas. The position follows a flexible hybrid arrangement that prioritizes in-office collaboration. Employees are expected to work onsite three days per week: Monday, Tuesday, and Thursday. Travel of 20–30% may be required based on customer needs.

Requirements

A BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering, or a similar Life Science field, or at least 2 years of work experience with Life Sciences or Healthcare companies; lab or research setting experience is ideal.
At least 4 years of Customer Success, Professional Services, or Consulting experience in a SaaS software environment.
Ability to build relationships with users, decision makers, and influential stakeholders.
Strong analytical skills, including using data insights to guide decisions, assess customer deployment health, and develop targeted adoption strategies.
Strong project management skills and ability to influence without authority.
Excellent verbal, written, and presentation communication skills, with the ability to communicate confidently and concisely to diverse audiences.
Self-motivated, independent, and adaptable, with the ability to thrive in a fast-paced startup environment.
Ability to travel 20–30% based on customer needs.

Nice To Haves

Hands-on implementation experience.
Experience in a lab or research setting.

Responsibilities

Analyze customer usage data to identify patterns, opportunities, and risks.
Create and execute product telemetry programs to increase adoption, value realization, and achievement of customer business objectives.
Develop expertise in the Benchling platform, including its features, AI capabilities, value drivers, and best practices.
Understand customers’ science, industry trends, and goals, and use that knowledge to guide them toward outcomes and maximize success.
Collaborate with Sales, Product, and Professional Services to develop customer strategies, address challenges, and champion customer success.
Drive customer journey mapping and voice-of-customer feedback projects.
Own and deliver Executive Business Reviews that demonstrate value realization, deployment health, customer maturity, and alignment with Benchling’s product roadmap.
Design, test, and launch adoption campaigns that improve customer adoption, value, and retention.
Lead deployment health checks, adoption plans, feature campaigns, and digital maturity programs.
Develop expertise in specific Benchling product modules, research verticals, or industry areas and deliver insights that help customers achieve their goals.