AI-Driven CX Learning & Development Lead

Benchling, Inc.; Boston (MA); Hybrid; USD 122,000 - 160,000; Full time

Job summary

Benchling is seeking a Learning & Development Manager to own how our CX teams, customers, and partners learn Benchling. You will build self-serve courses and learning paths, and manage the Docebo platform to deliver them, ensuring users can navigate content with confidence and efficiency.

You will collaborate with product and CX SMEs to turn complex product knowledge into engaging content, design scalable onboarding, and measure learning impact to drive adoption and retention.

Qualifications

• 3+ years in learning & development or enablement within a B2B SaaS or Life Science SaaS setting.
• Proven ability to design end-to-end curriculum and assessments, not just maintain content.
• Experience collaborating with engineering and product teams on software training.

Responsibilities

• Author courses and assessments focused on use and administration of the Benchling platform and features.
• Design and maintain the LMS content architecture across three personas (internal, customer, partners): learning plans, course libraries, learner UX.
• Leverage learner feedback, SME input, and our product roadmap to decide what to improve, retire, or build next for each audience.
• Develop scalable onboarding and continuous learning programs for CX roles including Professional Services, Customer Success, and Support, partnering with subject matter experts across CX to turn complex product and process knowledge into engaging content.
• Deliver learning content to people where they work, including in-app guidance and help docs.
• Own our learning platform (Docebo today) like a product, focused on creating a high-quality experience for all users. Set the improvement roadmap and handle day-to-day administration.
• Use AI to shorten the path from idea to published course.
• Increase program effectiveness, completion, and engagement. Connect learning to product adoption and customer retention.
• Refine and execute governance processes for eLearning content lifecycle management: creation, review cadences, version control, and deprecation.
• Collaborate with Benchling colleagues across the Knowledge & Digital Experience program to align LMS content strategy with Benchling's broader knowledge ecosystem.

Skills

L&D experience

Instructional design

SaaS enablement

Tools

Articulate Rise 360

Assessment tools

Docebo LMS

Job description

Benchling is seeking a Learning & Development Manager to own how our CX teams, customers, and partners learn Benchling. You will build self-serve courses and learning paths, and manage the Docebo platform to deliver them, ensuring users can navigate content with confidence and efficiency.

You will collaborate with product and CX SMEs to turn complex product knowledge into engaging content, design scalable onboarding, and measure learning impact to drive adoption and retention.