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

• .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