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. 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.
As a Customer Success Manager, you will be part of a team that works alongside Professional Services, Product, and Sales teams to help customers enhance the value of their Benchling investments. You will dive deep into customer usage data to uncover patterns, opportunities, and risks, and create and execute product telemetry programs that keep customers one step ahead.
Key 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.
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