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Customer Experience Operations Manager

Benchling· Customer Experience
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Boston, MA$129.5k - $155.4kFull-timePosted 10mo ago

About the role

Manage and optimize customer experience processes, systems, and tools at Benchling, focusing on dashboards, tool management, automation, cross-functional collaboration, and communication to improve customer outcomes.

Responsibilities

  • Maintain and evolve CX dashboards and metrics visibility: build dashboards using Mode, Sigma, and other tools for tracking outcomes and support executive decisions.
  • Manage and optimize CX tools: oversee Salesforce, Zendesk, Certinia, Gainsight, including workflows, automations, data integrity, and vendor relationships.
  • Drive AI-powered automation initiatives: identify opportunities, scope, prioritize, and implement AI-based workflows with engineering and tech teams, and measure impact.
  • Drive cross-functional improvements: collaborate across departments, understand requirements, and generate data to support decision-making.
  • Be the first-line connector for complex CX questions: monitor channels, answer or route questions, and track recurring issues for systematic improvement.
  • Keep CX updated on key initiatives: distribute monthly newsletters on product launches and strategic updates.

Qualifications

  • 5+ years in high-growth SaaS Customer Experience/Operations with direct experience in Customer Success, Support, or Renewals.
  • Hands-on experience with CRMs (Salesforce), CS platforms (Gainsight, ChurnZero, Totango), PSA tools (Certinia, FinancialForce), or ticketing systems (Zendesk, Intercom, Freshdesk).
  • Expertise in data and reporting tools like Mode, Sigma; strong SQL skills; ability to build dashboards and actionable insights.
  • Proficiency with AI tools like Claude, chatbot, and workflow automation, and familiarity with AI features in Zendesk and Salesforce.
  • Strong cross-functional project delivery skills; excellent communication with technical and business stakeholders.
  • Technical fluency in system integrations, writing clear requirements, and evaluating solutions; no coding required.
  • Scalability mindset, capable of building efficient processes for growth, rapid prototyping, shipping, and iteration.

Skills

Required:Customer Experience ManagementTool ManagementData & ReportingCross-functional Collaboration
Nice to have:AI & Automation

Benefits

  • Competitive salary and equity.
  • Broad health plans (medical, dental, vision) for employees and dependents.
  • Fertility healthcare and family-forming benefits.
  • Four months of fully paid parental leave.
  • 401(k) with employer match.
  • Commuter benefits and home office stipends.
  • Mental health benefits including therapy and coaching.
  • Monthly wellness stipend.
  • Learning and development stipend.
  • Generous, flexible vacation policy.
  • Winter holiday shutdown.
  • Sabbaticals at 5 and 10-year anniversaries.
Last updated Jan 16, 2026. Interested? Apply on the company site.
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About Benchling

Cloud-based platform for biotech R&D | Benchling

Benchling is a cloud-based platform for biotechnology research and development and the only biology-first platform for scientific data, collaboration, and insights.

BioresearchBioprocessIn VivoConnectGene therapyCell therapyAntibodies and proteinsRNA therapeutics
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