Customer Success Leader, Benchling

• Benchling is seeking a Customer Success Leader with a background in Life Sciences and enterprise SaaS
• You’re a hands-on leader who enjoys working closely with their teams and with their customers to drive significant adoption and customer advocacy
• To be successful in this role, you are comfortable with R&D processes and scientific concepts, and be able to speak confidently and build relationships with Scientific and IT leaders at leading Pharma and Biotech organizations
• You have experience leading customer-facing teams in a high growth enterprise SaaS environment
• And you are a proven leader who can drive a CS business from hiring and staffing, to managing and mentoring your team, to leading through change
• Bachelor’s degree in Life Sciences, Business, or a related field
• 5+ years of experience in Customer Success, Professional Services, or a related field within SaaS
• Proven ability to lead and develop a high-performing team
• Excellent communication skills, able to build relationships across technical and business stakeholders at all levels
• Self-motivated, adaptable, and thrives in a fast-paced, dynamic environment
• Ability to travel up to 20% based on team and customer needs

Desirable

• This role is an exciting blend of team management and strategic leadership
• You must be able to think and act strategically as well as get into the details of our customer engagements and our product
• You will develop an understanding of Benchling’s solutions, and demonstrate your experience to guide our teams to establish significant adoption strategies, to focus on customer outcome realization, and to build processes that scale
• Manage, mentor, and grow a team of CSMs, including hiring as needed
• Foster a collaborative, customer-centric culture that drives measurable outcomes for customers
• Ensure the team is highly enabled on Benchling’s platform and equipped with the scientific domain expertise needed to support customers effectively
• Lead the team in achieving adoption and other key KPIs through strategic guidance and operational excellence
• Use data to identify risks, opportunities, and trends across the customer portfolio, and develop plans to address them
• Collaborate with cross-functional teams (Sales, Product, Professional Services) to ensure alignment on customer goals
• Evolve the Customer Success program as we introduce new initiatives and focus the CSM role to rally around adoption
• Implement best practices for tracking metrics, standardizing processes, and ensuring consistent delivery of value to customers
• Develop and refine customer success playbooks, health checks, and adoption strategies
• Be a player-coach: be the CSM on a few key accounts
• Serve as a senior point of contact for complex or high-priority customer engagements, supporting CSMs in addressing challenging situations
• Champion the voice of the customer within Benchling, providing feedback to internal teams to drive product improvements and innovation