Description
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.
As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role.
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 our world-class renewal rates, and Account Management is an essential part of this equation.
RESPONSIBILITIES
- Build and maintain productive relationships with key stakeholders across Scientific and IT functional areas including customer champions and economic buyers
- Experience managing complex customers with highly technical implementations
- Utilize customer engagement models throughout the lifetime customer journey to ensure customer satisfaction, governance, expansion opportunity in order to maximize value
- Use strong processes and systems are in place so that trends in customer contraction and churn are identified early, communicated with the appropriate audience, and appropriate follow-up action is taken
- Manage the renewal experience, identify and define client challenges or new scientific business case opportunities aligned with the customers’ objectives and vision with support from the extended Benchling team to client success and avoid contraction/churn
- Experience negotiating upwards of $100,000 in ARR for renewals and expansions in collaboration with sales to drive accurate forecasting around adoption, expansion and retention
QUALIFICATIONS
- BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or experience working in the Life Sciences field
- 2+ years of Account management, Customer Success, Renewal Management, Sales, Professional Services, or Consulting experience in a SaaS software environment with the ability to forge relationships with users, decision makers, and influential stakeholders
- 2+ years commercial experience in negotiations utilizing skills to handle contract discussions and ensure favorable outcomes for both the customer and the company
- An understanding of Life Sciences R&D processes and scientific concepts is preferred
- Demonstrated ability to immediately interface and build trust with Scientists, as well as Director & VP Level Business and IT leaders in top Biotech and Pharma companies
- 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 10-20% based on customer needs