customer support
Posted May 20Leader, Customer Success
at Benchling
London, United KingdomHybrid
Responsibilities
- 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.