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Customer Success Manager
| Company | Benchling |
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| Location | Boston, MA, USA |
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| Salary | $93000 – $160000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s, Master’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- BS or M.Sc. 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, 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.
- 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 program, 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.
Preferred Qualifications
- Experience working with or supporting the Benchling platform
- Understanding of Life Sciences R&D, process development, or manufacturing processes, and scientific concepts.
- Demonstrated ability to immediately interface and build trust with practitioners, as well as Director & VP-level Business and IT leaders, in Biotech and Pharma companies
- GxP experience or familiarity with validation activities at a life sciences or biotech company and/or vertical SaaS software company
Benefits
No information provided on Benefits.
