Global Program Manager

F-Prime Capital; United States; Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work arrangement

On-site 3 days per week

Job summary

Benchling, an AI-powered biotech R&D platform, seeks a Global Program Manager to oversee post-sale experience for Enterprise customers. You will partner with Enterprise Account Executives to ensure rapid time-to-value and expand relationships as customers transform their R&D IT.

You will coordinate implementation, customer success, and support to deliver seamless post-sale experiences and drive adoption across top biopharma accounts, mentoring teams along the way.

Qualifications

• Passionate about Life Sciences companies and understanding of R&D processes.
• Able to engage with scientific, informatics, IT, and Director/VP level audiences in top-20 Biotech and Pharma companies.
• Accountable and thrive in a fast-paced environment with matrixed accountability.
• 10+ years client-facing implementation or program leadership experience in Life Sciences or software spaces.
• Proven ability to lead large cross-functional post-sale teams delivering transformational change.
• Experience in enterprise SaaS deployments with multi-workstream scope, budgets, and exec reporting.
• Experience in services commercials including SOWs, budgeting, and resourcing.

Responsibilities

• Oversee post-sale activities across implementation, support, customer success, and optimization services for Enterprise customers.
• Partner with customer leaders and Benchling account teams to develop implementation, governance, change management, risk management, escalation management, adoption, and success plans.
• Liaise with customer leaders to deliver best-in-class customer experience and urgency.
• 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.
• Coordinate all Professional Services, Customer Success and Support activities to drive value, adoption, and advocacy.
• Partner with Product Management to align customer needs with product roadmap.
• Shape the long-term strategy and vision for the Enterprise services business.
• Motivate cross-functional account teams to accelerate growth in top biopharma accounts.
• Be a trusted advisor with the customer’s best interests in mind, even in hard conversations.
• Mentor and coach cross-functional teams to grow professionally.
• Contribute to running a profitable services business without sacrificing quality or customer success.

Skills

Life Sciences

Executive presence

Program leadership

Cross-functional leadership

Enterprise SaaS deployments

Budgeting

SOWs

Customer-facing

Diplomatic collaboration

Presentation to C-suite

Education

BS or advanced degree in Biology/Life Sciences

Job description

We are rebuilding biotech for the AI era.

When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done.

Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world’s top 50 biopharma.

We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day‑time. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today.

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.

The GPM must have deep experience in Life Sciences R&D processes and scientific concepts as well as operating in an enterprise SaaS environment and be adept at working with internal and external stakeholders at all levels.

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 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

• You will help shape the long-term strategy and vision for the Enterprise services business

• You will inspire your cross-functional account team to accelerate our growth within the world’s largest biopharma companies by delivering exceptional customer experiences

• You will be seen as a trusted advisor who has the customer’s best interests in mind, even when it means having a hard conversation

• You will mentor, coach, and champion your cross-functional account team as you help them grow their professional skills

• You will contribute meaningfully to running a profitable services business that doesn’t sacrifice quality or customer success in doing so

• You will 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

Must haves:

• Passionate about and experience 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.

• You are accountable and able to thrive in a fast‑paced environment. You have strong executive presence and succeed in a matrixed environment where you have accountability without authority.

• At least 10+ years client facing implementation, program leadership and/or consulting experience, with demonstrated 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.

• Experienced 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 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).

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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.