Dive deep into customer usage data to uncover patterns, opportunities, and risks.
Create and execute product telemetry programs that keep customers one step ahead, boosting adoption, value realization, and achieving business objectives.
Become the go-to advisor on the Benchling platform — know its features, AI capabilities, value drivers, and best practices.
Get to know our customers’ science, industry trends, and big goals.
Use this expertise to guide customers toward key outcomes and maximize their success.
Collaborate with Sales, Product, and Professional Services to craft winning customer strategies, tackle challenges, and champion customer success.
Drive projects like customer journey mapping and voice-of-customer feedback to make every interaction unforgettable.
Own and deliver Executive Business Reviews (EBRs) that showcase value realization, deployment health, customer maturity, and alignment to Benchling's product roadmap.
Design, test, and launch adoption campaigns that boost customer adoption, value, and retention.
Drive deployment health checks, adoption plans, exciting new feature campaigns, digital maturity programs, and more.
Over time, carve out your niche in specific Benchling product modules, research verticals (e.g., biologics, process development, etc.), or industry areas.
Deliver insights that help customers achieve their biggest wins.

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 with the ability to forge relationships with users, decision makers, and influential stakeholders
Strong analytical skills with experience leveraging data insights to drive decision-making, diagnose customer deployment health, and develop targeted adoption strategies.
Strong project management skills and the ability to influence without authority, hands on implementation experience preferred.
Excellent communication skills, able to communicate confidently and concisely in verbal, written and presentation formats to all types of audiences
Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment
Ability to travel 20-30% based on customer needs

Full-time U.S. employees enjoy a comprehensive benefits program including equity, health, dental, vision, 401(k)+ employer match, wellness, commuter, and more.

Customer Success Manager

Key skills