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Benchling is an AI platform for biotech R&D used by over 200,000 scientists globally, including major biopharma companies like Sanofi and Moderna. The company is rebuilding biotech for the AI era by combining clean, structured scientific data with AI capabilities to compress decades of R&D work into years.
As a Customer Success Manager, you will be central to Benchling's mission of putting customers at the center of everything the company does. You'll work alongside Professional Services, Product, and Sales teams to help customers maximize the value of their Benchling investments.
Key responsibilities include:
**Data-Driven Customer Impact**: Analyze customer usage data to identify patterns, opportunities, and risks. Create and execute product telemetry programs that drive adoption, value realization, and business objectives, with a focus on Benchling AI adoption.
**Platform & Science Expertise**: Become the go-to advisor on Benchling's features, AI capabilities, and best practices. Develop deep understanding of customers' science, industry trends, and strategic goals to guide them toward key outcomes.
**Strategic Partnerships**: Collaborate across Sales, Product, and Professional Services to develop customer strategies and address challenges. Drive customer journey mapping and voice-of-customer initiatives. Own and deliver Executive Business Reviews (EBRs) that showcase value realization, deployment health, and alignment to product roadmap.
**Adoption & Engagement**: Design and launch adoption campaigns that boost customer adoption, value, and retention. Manage deployment health checks, adoption plans, feature campaigns, and digital maturity programs.
**Specialization**: Over time, develop expertise in specific Benchling product modules, research verticals (e.g., biologics, process development), or industry areas, delivering insights that help customers achieve major wins.
The role requires 20-30% travel based on customer needs. Benchling emphasizes AI fluency as foundational to the role and will include an AI-focused exercise or discussion in the interview process.
**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
- Ability to forge relationships with users, decision makers, and influential stakeholders
- Strong analytical skills with experience leveraging data insights to drive decision-making and develop targeted adoption strategies
- Strong project management skills and ability to influence without authority; hands-on implementation experience preferred
- Excellent communication skills (verbal, written, and presentation) across all audience types
- Self-motivated, independent, adaptable, and able to thrive in a fast-paced startup environment
- Ability to travel 20-30% based on customer needs
