Customer Success Manager, Benchling

• 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

Desirable

• To keep up with our rapidly expanding growth, we are building a team of Customer Success Managers with experience in Life Sciences, who can help advise customers, develop our processes, and drive execution
• Our Customer Success Management (CSM) team works alongside our Professional Services, Product, and Sales teams to help customers enhance the value of their Benchling investments
• Customer Success Managers deeply understand the customer's science, business goals, and Benchling deployment
• They ensure customers achieve maximum value by promoting best practices, maximizing adoption, and aligning customer deployments with their strategic objectives
• 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, 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
• 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 program, and more
• Over time, carve out your niche in specific Benchling product modules, research verticals (e.g., biologics, process development, etc.), or industry areas
• Deliver insights that help customers achieve their biggest wins