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Customer Success Manager

Benchling· Customer Experience
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Hybrid (San Francisco, CA), Hybrid (Boston, MA)$110.3k - $149.3kFull-timePosted 3w ago

About the role

Customer Success Managers with Life Sciences experience to advise customers, develop processes, and drive execution; collaborate with Sales, Product, and Professional Services to maximize value and adoption of Benchling, including AI capabilities.

Responsibilities

  • 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, or industry areas.
  • Deliver insights that help customers achieve their biggest wins.

Qualifications

  • 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

Skills

Required:Customer success and relationshipsData analysisProject management

Benefits

  • 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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