Benchling

Customer Success Manager

Benchling

full-time

Posted on:

Location Type: Hybrid

Location: Boston • Massachusetts • United States

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Salary

💰 $129,800 - $165,000 per year

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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
Benefits
  • Full-time U.S. employees enjoy a comprehensive benefits program including equity, health, dental, vision, 401(k)+ employer match, wellness, commuter, and more.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer journey mappingadoption strategiesproject managementtelemetry programsdeployment health checksvalue realizationcustomer successSaaSlife sciences
Soft Skills
analytical skillscommunication skillsrelationship buildinginfluencing without authorityself-motivatedadaptabilityindependencepresentation skillscollaborationproblem-solving