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Enterprise Customer Success Manager
Confirmed live in the last 24 hours
Locations
Dorchester, Boston, MA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Marketing
Sales
Communications
Requirements
  • BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar Life Science field with 2+ years experience in Life Sciences, ideally in a lab or research setting
  • 5+ 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
  • Deep understanding of Life Sciences R&D processes and scientific concepts. Demonstrated ability to immediately interface and build trust with Scientists, as well as Director & VP Level Business and IT leaders in top-20 Biotech and Pharma companies
  • Strong project management skills and the ability to influence without authority, hands on enterprise 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
Responsibilities
  • Build and maintain productive relationships with key stakeholders at our customer's organizations
  • Define and implement customer lifecycle touch points, including business reviews, customer satisfaction surveys, reference programs, case studies, and others
  • Develop programs to drive usage and retention of Benchling's solutions
  • Create goals, action plans, playbooks, and key metrics based on each customer's objectives, and review progress on a regular basis with the customer and with CS leadership
  • Demonstrate and promote the latest features and capabilities Benchling is releasing, ensure customers are using key product features to improve success
  • Identify client challenges and risk areas, develop solutions, and implement proactively to avoid churn, collaborating with other Benchling teams including Support, Services, Product, and Sales, as required
  • Align and collaborate with Sales on renewal forecasts and up-sell strategies, with a focus on customer retention
  • Lead strategic, cross-functional initiatives such as customer journey mapping, voice-of-customer, and product feedback sessions to drive a magnificent customer experience and foster a company-wide culture of Customer Success
  • Partner with Solutions Consulting and Product Marketing to determine how to define, drive, and demonstrate customer ROI
Benchling

501-1,000 employees

Cloud platform for life science R&D
Company Overview
Benchling's mission is to accelerate life science for the benefit of humanity. The company is building a modern R&D software for biotechnology research.
Benefits
  • Four months of fully paid parental leave
  • 401(k) plan
  • Remote working stipend
  • Yearly company-wide retreat
  • Monthly gym and wellness stipend
  • Commuter benefits
  • 100% premiums covered for health, dental, and vision
  • Weekly company social events
  • Flexible PTO and company-wide winter holiday shutdown
Company Core Values
  • Build a Lever - We choose to build tools and infrastructure that will help others make world-changing innovations.
  • Empower through Information - We believe that sharing information builds trust and enables better decision-making.
  • Rely on Tenacity - Dreaming big isn’t enough. We must make the most of every day by bringing the highest level of determination to our work.
  • Raise the Bar - We’re dedicated to creating a place where everyone feels challenged to improve.