Customer Success Leader

Biotechnology is rewriting life as we know it from the medicines we take to the crops we grow the materials we wear and the household goods that we rely on every day. But moving at the new speed of science requires better technology.

Benchlings mission is to unlock the power of biotechnology. The worlds most innovative biotech companies use Benchlings R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market.

Come help us bring modern software to modern science.

ROLE OVERVIEW

Benchling is seeking a Customer Success Leader with a background in Life Sciences and enterprise SaaS. This role is an exciting blend of team management and strategic leadership.

Youre a handson leader who enjoys working closely with their teams and with their customers to drive significant adoption and customer advocacy. You must be able to think and act strategically as well as get into the details of our customer engagements and our product. You will develop an understanding of Benchlings solutions and demonstrate your experience to guide our teams to establish significant adoption strategies to focus on customer outcome realization and to build processes that scale.

To be successful in this role you are comfortable with R&D processes and scientific concepts and be able to speak confidently and build relationships with Scientific and IT leaders at leading Pharma and Biotech organizations. You have experience leading customerfacing teams in a high growth enterprise SaaS environment. And you are a proven leader who can drive a CS business from hiring and staffing to managing and mentoring your team to leading through change.

RESPONSIBILITIES

Lead and Develop the CSM Team

• Manage mentor and grow a team of CSMs including hiring as needed.
• Foster a collaborative customercentric culture that drives measurable outcomes for customers.
• Ensure the team is highly enabled on Benchlings platform and equipped with the scientific domain expertise needed to support customers effectively.

Drive Key Metrics and Program Success

• Lead the team in achieving adoption and other key KPIs through strategic guidance and operational excellence.
• Use data to identify risks opportunities and trends across the customer portfolio and develop plans to address them.
• Collaborate with crossfunctional teams (Sales Product Professional Services) to ensure alignment on customer goals.

Adapt and Optimize Processes

• Evolve the Customer Success program as we introduce new initiatives and focus the CSM role to rally around adoption.
• Implement best practices for tracking metrics standardizing processes and ensuring consistent delivery of value to customers.
• Develop and refine customer success playbooks health checks and adoption strategies.

Customer Advocacy and Support

• Be a playercoach: be the CSM on a few key accounts
• Serve as a senior point of contact for complex or highpriority 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.

QUALIFICATIONS

Requirements:

• Bachelors degree in Life Sciences Business or a related field.
• 5 years of experience in Customer Success Professional Services or a related field within SaaS.
• Proven ability to lead and develop a highperforming team.
• Excellent communication skills able to build relationships across technical and business stakeholders at all levels.
• Selfmotivated adaptable and thrives in a fastpaced dynamic environment.
• Ability to travel up to 20 based on team and customer needs.

Preferred:

• 2 years in a management role.
• Experience working with or supporting the Benchling platform.
• Strong understanding of Life Sciences R&D process development or related scientific domains.
• Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success.

SALARY RANGE

Benchling takes a marketbased approach to pay. The candidates starting pay will be determined based on jobrelated skills experience qualifications interview performance and work location. For this role the base salary range is $146400 $219600.

Total Compensationincludes the following:

• Competitive total rewards package
• Broad range of medical dental and vision plans for employees and their dependents
• Fertility healthcare and familyforming benefits
• Four months of fully paid parental leave
• 401(k) Employer Match
• Commuter benefits for inoffice employees and a generous home office set up stipend for remote employees
• Mental health benefits including therapy and coaching for employees and their dependents
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Companywide Winter holiday shutdown
• Sabbaticals for 5year and 10year anniversaries

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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 dont 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.

Please be aware that Benchling will never request personal information payment or sensitive details outside of Greenhouse or via email. All official communications will come from an @benchling email address or from an approved vendor alias. If you are contacted by someone claiming to represent Benchling and are unsure of their legitimacy please reach out to us at to verify the communication.