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.
- 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.
Requirements
We are rebuilding biotech for the AI era.
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.
We’re building an AI scientist for our customers.
AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day.
As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role.
ROLE OVERVIEW Benchling is seeking a Customer Success Leader with a background in Life Sciences and enterprise SaaS.
You must be able to think and act strategically as well as get into the details of our customer engagements and our product.
You will develop an understanding of Benchling’s solutions, and demonstrate your
experience to guide our teams to establish significant adoption strategies, to focus on customer outcome realization, and to build processes that scale.
experience leading customer-facing teams in a high growth enterprise SaaS environment.
And you are a proven leader who can drive a CS business from hiring and staffing, to managing and mentoring your team, to leading through change.
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.
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. Preferred: -
Experience working with or supporting the Benchling platform. - Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success.
Benefits
We are an equal opportunity employer.
Additional details
Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps.
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.
We can’t do that if we haven’t built the muscle ourselves.
Feel free to reference any tools, platforms, or workflows you use today.
This role is an exciting blend of team management and strategic leadership.
You’re a hands-on leader who enjoys working closely with their teams and with their customers to drive significant adoption and customer advocacy.
To be successful in this role, you are comfortable with R&D processes and scientific concepts, and be able to speak confidently and build relationships with Scientific and IT leaders at leading Pharma and Biotech organizations. You have
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.