Global Program Manager

Benchling; San Francisco (CA); Hybrid; USD 152,000 - 242,000; Full time

Job summary

Benchling is seeking an experienced Global Program Manager to oversee the post-sale experience for our largest Enterprise customers. You will coordinate implementation, customer success, and support to ensure rapid value and expansion within life sciences accounts.

The role requires leading large cross-functional teams, partnering with the Enterprise AE, and shaping the long-term services strategy while maintaining trusted advisor relationships with customers and internal stakeholders.

Qualifications

• 10+ years in client-facing implementation or program leadership.
• Proven ability to lead large cross-functional post-sale teams.
• Experience in multi‑workstream enterprise SaaS deployments.

Responsibilities

• Oversee post-sale activities across implementation, support, customer success and optimization services for Enterprise customers.
• Partner with client leaders and Benchling teams to develop adoption and success plans that accelerate digital transformation.
• Coordinate all services to drive customer value, adoption and advocacy.
• Collaborate with Product Management to align customer needs with the product roadmap.
• Mentor cross‑functional account teams and contribute to a profitable services business.

Skills

Life Sciences experience

Education

Biology-related degree

Job description

Role Overview

Benchling is seeking an experienced customer-facing Global Program Manager (GPM) to oversee the post-sale experience for our largest Enterprise customers. The GPM will partner closely with the Enterprise Account Executive to ensure that customers achieve rapid time to value and see the value in expanding their relationship with Benchling as they transform and modernize their R&D IT. The GPM will coordinate implementation, customer success, and customer support efforts to ensure customers have a seamless experience post-sale.

Responsibilities

• Oversee post-sale activities across implementation, support, customer success, and optimization services for one or more Enterprise customers
• Partner with customer leaders and Benchling account teams to develop implementation, governance, change management, risk management, escalation management, adoption, and success plans that accelerate customer digital transformations
• Liaise with customer leaders and be known as a diplomatic, pragmatic partner, who operates with sense of urgency to effect a best in class customer experience
• Partner with the Enterprise AE to ensure seamless customer experience and grow the account
• Support the development of customer experience sales proposals and other services proposals with account, and/or program subject matter expertise
• Coordinate all Professional Services, Customer Success and Support activities to drive customer value, adoption, and advocacy
• Partner with Product Management to maintain strategic engagement and alignment of customer needs with product roadmap
• Help shape the long‑term strategy and vision for the Enterprise services business
• Inspire your cross‑functional account team to accelerate our growth within the world’s largest biopharma companies by delivering exceptional customer experiences
• Be seen as a trusted advisor who has the customer’s best interests in mind, even when it means having a hard conversation
• Mentor, coach, and champion your cross‑functional account team as you help them grow their professional skills
• Contribute meaningfully to running a profitable services business that doesn’t sacrifice quality or customer success in doing so
• Be a respected cross‑functional partner to our Sales, Solutions, and Product teams, known for fairly advocating for both the customer and for Benchling

Qualifications

• Passionate about and experienced working with Life Sciences companies with an understanding of R&D processes and scientific concepts. Must be able to confidently engage and build trust with scientific, informatics, IT, and Director/VP level audiences in top‑20 Biotech and Pharma companies.
• Accountable and able to thrive in a fast‑paced environment. Strong executive presence and succeed in a matrixed environment where you have accountability without authority.
• At least 10+ years of client‑facing implementation, program leadership and/or consulting experience, with a proven record of successfully running large‑scale programs, ideally in the Life Sciences or Biotechnology sponsor or software space.
• Proven ability to lead large cross‑functional post‑sale teams to deliver transformational change with superior relationship, project management, organizational, and commercial skills. This includes work across professional services, customer support, customer success, product, marketing, strategy, and sales.
• Experience in program and project management for multi‑workstream enterprise SaaS deployments including scope management, budget control, project and executive reporting, and project financials.
• Experience in services commercials including SOWs, budgeting, resourcing, and change orders.
• Excellent interpersonal skills in verbal, written and presentation formats and experience presenting to the C‑suite.
• Ability to work at the customer site, or in the Boston office based on customer and project needs.
• BS or advanced degree in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar life science field preferred, or equivalent professional experience working with Life Sciences R&D processes and/or healthcare technology.

Nice To Have

• GxP experience including software validation (CSV) at a life sciences or biotech company and/or vertical SaaS software company.

How We Work

We offer a flexible hybrid work arrangement that prioritizes in‑office collaboration. Employees are expected to be on‑site 3 days per week (Monday, Tuesday, and Thursday).

Benchling welcomes everyone.

We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.

We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.

Compensation Range: $151,725 - $241,500