Customer Success Manager, Benchling
Named
$132.3-179.1k
Cloud-based platform for biotech R&D
Job no longer available
Cloud-based platform for biotech R&D
501-1000 employees
Job no longer available
$132.3-179.1k
501-1000 employees
Company mission
To unlock the power of biotechnology.
Role
Who you are
- 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
What the job involves
- 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
- CSMs will work directly with our customers, and develop strategies and tactics to drive adoption, promote usage of new features, drive product strategy, recommend best practices, and ensure there is ongoing expansion of Benchling within our customer base
- CSMs will know how to identify areas of improvement, and how to work with customers and internal teams to drive progress on customer initiatives
- 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
Our take
As the pioneer of the R&D Cloud, Benchling offers a cloud-based informatics platform tailored for biotechnology. Its platform enables scientists across the globe to make breakthrough discoveries and bring next-gen biotechnology to market.
There’s a sincerity and consciousness to Benchling’s approach that stands out. This has led to the company being adopted by over 200,000 scientists from 1,000+ companies and 7,500 academic and research institutions globally (including 23andMe, Moderna, and the U.S. Department of Defense).
The rapidly advancing Biotechnology industry was at the forefront of the so-called “fourth industrial revolution”, with the industry driving $2 to $4 trillion per year of economic impact over the next 20 years.
Benchling has put itself in a position of immense value within the industry with its expanding offerings. And now, off the back of over $400 million in total funding, the company is seeing accelerated growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Nov 2021
$100m
SERIES F
Apr 2021
$200m
SERIES E
Total funding: $411.2m
Company benefits
- Competitive salary and equity
- Robust healthcare benefits
- Family-forming benefits
- Four months of fully paid parental leave
- Retirement benefits
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Sajith Wickramasekara
(Co-Founder & CEO)Sajith studied at MIT before spending 2 years as a Research Assistant at Duke University Medical Centre and Liquidia Technologies. They used this biotechnology understanding to found Benchling in June 2012, serving as CEO since.
Ashu Singhal
(Co-Founder & President)They previously co-founded Hotspots.io which was later acquired by Twitter in 2012. After this, became Staff Software Engineer at Twitter for 2 years, leaving to co-found Benchling.
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