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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 a strategic partner to Benchling's customers, helping them maximize the value of their platform investments. You'll work closely with Sales, Product, and Professional Services teams to drive customer adoption, retention, and expansion.
Key responsibilities include:
- Analyze customer usage data and product telemetry to identify adoption opportunities, risks, and patterns that drive business outcomes.
- Develop deep expertise in the Benchling platform, its AI capabilities, and best practices; understand customers' scientific workflows, business goals, and industry trends.
- Collaborate cross-functionally to develop customer strategies, resolve challenges, and champion customer success initiatives.
- Lead customer journey mapping and voice-of-customer programs to enhance engagement.
- Deliver Executive Business Reviews showcasing value realization, deployment health, and alignment to product roadmap.
- Design and execute adoption campaigns, deployment health checks, and digital maturity programs.
- Specialize in specific Benchling product modules, research verticals (e.g., biologics, process development), or industry segments to deliver targeted customer wins.
You'll be expected to be on-site 3 days per week (Monday, Tuesday, Thursday) in a hybrid arrangement.
REQUIREMENTS:
- BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering, or similar Life Science field, OR 2+ years of 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 ability to build relationships with users, decision makers, and stakeholders.
- Strong analytical skills with experience leveraging data insights to drive decision-making, diagnose deployment health, and develop adoption strategies.
- Strong project management skills and ability to influence without authority; hands-on implementation experience preferred.
- Excellent communication skills (verbal, written, 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.
NICE TO HAVE:
- Experience working with or supporting the Benchling platform.
- Understanding of Life Sciences R&D, process development, manufacturing processes, and scientific concepts.
- Demonstrated ability to interface and build trust with practitioners and Director/VP-level leaders in Biotech and Pharma.
- Proficiency with CS tools (Gainsight, Salesforce, analytics/BI tools like Sigma) and AI tools (e.g., Claude).
- GxP experience or familiarity with validation activities in life sciences, biotech, or vertical SaaS.
