benchling - Leader, Customer Success
Requirements
• Bachelor’s degree in Life Sciences, Business, or a related field. • 5+ years of experience in Customer Success, Professional Services, or a related field within SaaS. • 2+ years in a management role. • Strong understanding of Life Sciences R&D, process development, or related scientific domains • Proven ability to lead and develop a high-performing team. • Excellent communication skills, able to build relationships across technical and business stakeholders at all levels. • Self-motivated, adaptable, and thrives in a fast-paced, dynamic environment. • Experience leveraging a modern CS tech stack, including CRM (e.g., Salesforce), customer success platforms (e.g., Gainsight), data/analytics tools (e.g., Mode, Sigma), and AI-assisted productivity tools (e.g., Claude). • Ability to travel up to 20% based on team and customer needs. • Experience working with or supporting the Benchling platform. • Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success. • We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday). • Benchling welcomes everyone. • We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.
Responsibilities
• Lead and Develop the CSM Team • Manage, mentor, and grow a team of CSMs, including hiring as needed. • Foster a collaborative, customer-centric culture that drives measurable outcomes for customers. • Ensure the team is highly enabled on Benchling’s platform and equipped with the scientific domain expertise needed to support customers effectively. • Coach CSMs on designing and delivering Executive Business Reviews that showcase value realization, customer maturity, and Benchling's strategic roadmap • Drive Key Metrics and Program Success • Lead the team in achieving adoption targets through strategic guidance and operational excellence. There will be a particular focus on AI adoption, including awareness, activation, and usage monitoring. • Use data to identify risks, opportunities, and trends across the customer portfolio, and develop plans to address them. • Collaborate with cross-functional teams (Sales, Product, Professional Services) to ensure alignment on customer goals. • Adapt and Optimize Processes • Implement best practices for tracking metrics, standardizing processes, and ensuring consistent delivery of value to customers. • Partner with CX Operations to identify and eliminate sources of CSM toil, leveraging AI tools, automation, and improved workflows to increase team efficiency and allow CSMs to focus on high-value customer engagement. • Carry a Strategic Book of Business • Directly owns a small portfolio of strategic/enterprise accounts as the named CSM, with full responsibility for adoption, value realization, and renewal influence. • Model the customer engagement standard expected of the team (EBRs, multi-threading, adoption planning) using these accounts to stay close to the realities of the role and the product. • Use direct customer exposure to sharpen coaching, identify systemic gaps, and feed credible voice-of-customer back into Product, PS, and Sales. • Customer Advocacy and Support • Serve as a senior point of contact for complex or high-priority customer engagements, supporting CSMs in addressing challenging situations. • Champion the voice of the customer within Benchling, providing feedback to internal teams to drive product improvements and innovation. • Guide CSMs in navigating complex customer organizations to build multi-threaded relationships and drive consensus on adoption strategies.
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