Customer Success Leader

ROLE OVERVIEW

Benchling is seeking a Customer Success Leader with a background in Life Sciences and enterprise SaaS. 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. 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.

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 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.

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.

Drive Key Metrics and Program Success

• Lead the team in achieving adoption and other key KPIs through strategic guidance and operational excellence.
• 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.

Adapt and Optimize Processes

• Evolve the Customer Success program as we introduce new initiatives and focus the CSM role to rally around adoption.
• Implement best practices for tracking metrics, standardizing processes, and ensuring consistent delivery of value to customers.
• Develop and refine customer success playbooks, health checks, and adoption strategies.

Customer Advocacy and Support

• Be a player-coach: be the CSM on a few key accounts
• Serve as a senior point of contact for complex or high-priority customer engagements, supporting CSMs in addressing challenging situations.
• Champion the voice of the customer within Benchling, providing feedback to internal teams to drive product improvements and innovation.

QUALIFICATIONS

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.
• 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.
• Ability to travel up to 20% based on team and customer needs.

Preferred:

• 2+ years in a management role.
• Experience working with or supporting the Benchling platform.
• Strong understanding of Life Sciences R&D, process development, or related scientific domains.
• Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success.

SALARY RANGE

Benchling takes a market-based approach to pay.  The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. For this role the base salary range is $146,400- $219,600.

Total Compensation includes the following:

• Competitive total rewards package
• Broad range of medical, dental, and vision plans for employees and their dependents
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
• Mental health benefits, including therapy and coaching, for employees and their dependents
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Company-wide Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries

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