Biotech AI Customer Success Leader

Benchling, Inc.; San Francisco (CA); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Benchling, a biotech AI platform, is hiring a Customer Success Manager in San Francisco. You will guide customers in Life Sciences, driving adoption, value realization, and alignment with Benchling’s roadmap.

You will partner with Sales, Product, and Professional Services to craft strategies, deliver Executive Business Reviews, and ensure successful deployments. Travel up to 30% may be required as needed.

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

• Turn Data into Customer Wins: 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.
• Build Deep Expertise in Benchling & Science: 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.
• Partner for Impact: 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.
• Create Engagement That Sticks: 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.
• Own Your Expertise: 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.

Education

BS or MSc in Biology or Life Sciences

Job description

Benchling, a biotech AI platform, is hiring a Customer Success Manager in San Francisco. You will guide customers in Life Sciences, driving adoption, value realization, and alignment with Benchling’s roadmap.

You will partner with Sales, Product, and Professional Services to craft strategies, deliver Executive Business Reviews, and ensure successful deployments. Travel up to 30% may be required as needed.