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Global Program Manager

Benchling· Customer Experience
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Remote$178.5k - $241.5kFull-timePosted 5mo ago

About the role

Global Program Manager to oversee post-sale experience for Benchling’s largest Enterprise customers, coordinating implementation, customer success, and support to accelerate digital transformations and expand relationships in life sciences R&D SaaS.

Responsibilities

  • Oversee post-sale activities across implementation, support, customer success, and optimization services for one or more Enterprise customers
  • Partner with customer leaders and Benchling account teams to develop implementation, governance, change management, risk management, escalation management, adoption, and success plans that accelerate customer digital transformations
  • Liaise with customer leaders and be known as a diplomatic, pragmatic partner, who operates with sense of urgency to effect a best in class customer experience
  • Partner with the Enterprise AE to ensure seamless customer experience and grow the account
  • Support the development of customer experience sales proposals and other services proposals with account, and/or program subject matter expertise
  • Coordinate all Professional Services, Customer Success and Support activities to drive customer value, adoption, and advocacy
  • Partner with Product Management to maintain strategic engagement and alignment of customer needs with product roadmap
  • Help shape the long-term strategy and vision for the Enterprise services business
  • Inspire cross-functional account team to accelerate growth within large biopharma by delivering exceptional customer experiences
  • Be a trusted advisor with the customer’s best interests in mind, even when having hard conversations
  • Mentor, coach, and champion cross-functional account team to grow their professional skills
  • Contribute to running a profitable services business without sacrificing quality or customer success
  • Be a respected cross-functional partner to Sales, Solutions, and Product teams, advocating for both customer and Benchling

Qualifications

  • Passion and experience with Life Sciences companies; ability to engage with scientific, informatics, IT, and Director/VP level audiences in top-20 Biotech and Pharma companies
  • Accountability and thrive in fast-paced environments; strong executive presence in matrixed organizations
  • 10+ years of client-facing implementation, program leadership, and/or consulting experience; large-scale programs in Life Sciences or biotechnology software space preferred
  • Ability to lead large cross-functional post-sale teams delivering transformational change with strong relationship, project management, organizational, and commercial skills
  • Experience in multi-workstream enterprise SaaS deployments including scope, budget, reporting, and project financials
  • Experience in services commercials including SOWs, budgeting, resourcing, and change orders
  • Excellent interpersonal skills; experience presenting to C-suite
  • Willingness to work on-site or in Boston office as required by client/project
  • BS or advanced degree in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar life science field preferred; or equivalent experience
  • Nice to have: GxP experience including CSV in life sciences or vertical SaaS companies

Skills

Required:Life Sciences domain knowledgeProgram managementStakeholder management

Benefits

  • Full-time U.S. benefits including equity, health, dental, vision, 401(k) + employer match, wellness, commuter, and more
Last updated Oct 22, 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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