Director, Professional Services – Biotech AI SaaS

Benchling; Boston (MA); Hybrid; USD 140,000 - 180,000; Full time

Job summary

Benchling is building a world-class Professional Services team to support implementations for our rapidly expanding customer base, from small Biotech startups to the largest BioPharmas in the world. This is a player‑coach role: you'll lead implementations directly as needed, while managing a team of Implementation Managers based on the east coast.

You'll bring your solution expertise to guide complex engagements and coach newer team members, working closely with customers and cross‑functionally

Qualifications

• MS or PhD in a life sciences field or related discipline.
• 4+ years in a lab or R&D setting with relevant domain exposure.
• Experience implementing software in a SaaS environment.
• Demonstrated leadership in building and developing teams.
• Strong communication with scientists and executives.

Responsibilities

• Lead, coach, and develop a team of Implementation Managers fostering a culture of excellence, collaboration, and continuous learning.
• Help to define PS strategy, optimize implementation processes, and scale the team effectively.
• Provide hands-on guidance during complex implementations, serving as an escalation point for technical challenges or critical customer situations.
• Drive accountability for successful project delivery across your team, ensuring implementations are completed on time, on budget, and with high quality.
• Build strong relationships with cross-functional partners in Sales, Customer Success, Product, and Engineering to deliver seamless customer experiences.
• Understand customer needs and scientific workflows, translating insights into actionable recommendations for product improvements and PS best practices.
• Represent Benchling's scientific and technical credibility with customers, demonstrating deep understanding of biotech R&D processes.
• Track team performance metrics, identify improvement opportunities, and implement changes to increase implementation velocity and customer satisfaction.
• Contribute to global PS initiatives by collaborating with PS leadership across regions.

Skills

Team leadership

Strategic thinking

Excellent communication

Stakeholder management

Self-starter in startup

Education

MS or PhD in Molecular Biology, Biochemistry, Biotechnology, Immunology, Bioinformatics, Biological Engineering, or related field

Tools

SaaS software experience

Job description

Benchling is building a world-class Professional Services team to support implementations for our rapidly expanding customer base, from small Biotech startups to the largest BioPharmas in the world. This is a player‑coach role: you'll lead implementations directly as needed, while managing a team of Implementation Managers based on the east coast.

You'll bring your solution expertise to guide complex engagements and coach newer team members, working closely with customers and cross‑functionally