Full-Time

Global Customer Success Manager

Benchling

Benchling

501-1,000 employees

Cloud platform for life science R&D

Food & Agriculture

$154,290 - $208,610

Equity

Mid, Senior, Expert

San Francisco, CA, USA

Required Skills
Sales
Communications
Marketing
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 across Scientific and IT functional areas
  • Define and implement customer lifecycle touch points, including business reviews, customer satisfaction surveys, reference programs, case studies, and others
  • Experience managing large, complex customers with highly technical implementations
  • 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's mission is to accelerate life science for the benefit of humanity. The company is building a modern R&D software for biotechnology research.

Company Stage

Series F

Total Funding

$412M

Headquarters

San Francisco, California

Founded

2012

Growth & Insights
Headcount

6 month growth

0%

1 year growth

2%

2 year growth

19%

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