Biotech AI Customer Success Lead

Benchling, Inc.; Boston (MA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Benchling is rebuilding biotech with AI, placing customers at the center of everything we do. We seek a Customer Success Manager with Life Sciences focus to advise customers, develop our processes, and drive execution alongside Sales, Product, and Professional Services.

You will turn data into value, promote Benchling AI adoption, deliver Executive Business Reviews, and own adoption campaigns to boost retention and outcomes.

Qualifications

• BS or MSc 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
• Ability to travel 20-30% based on customer needs

Responsibilities

• 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, AI capabilities, 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.
• Own and deliver Executive Business Reviews (EBRs) that showcase value realization, deployment health, customer maturity, and alignment to Benchling's product roadmap.
• 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 programs, 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.

Skills

Analytical skills

Communication

Project management

Self-motivation

Travel readiness

Education

Biology degree

Tools

Gainsight

Salesforce

BI tools

Job description

Benchling is rebuilding biotech with AI, placing customers at the center of everything we do. We seek a Customer Success Manager with Life Sciences focus to advise customers, develop our processes, and drive execution alongside Sales, Product, and Professional Services.

You will turn data into value, promote Benchling AI adoption, deliver Executive Business Reviews, and own adoption campaigns to boost retention and outcomes.