Customer Success Leader

About

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. AI fluency is core to how we work, and every new hire integrates it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion.

Role Overview

Benchling is seeking a Customer Success Leader with a background in Life Sciences and enterprise SaaS. This role blends team management and strategic leadership. You will work closely with teams and customers to drive adoption and advocacy, develop adoption strategies, focus on customer outcomes, and build scalable processes. You should be comfortable with R&D processes and scientific concepts, and able to build relationships with Scientific and IT leaders at Pharma and Biotech organizations.

Responsibilities

• Manage, mentor, and grow a team of CSMs, including hiring as needed.
• Foster a collaborative, customer-centric culture driving measurable outcomes.
• Ensure the team is enabled on Benchling’s platform with scientific domain expertise.
• Coach CSMs on delivering Executive Business Reviews showcasing value realization and strategic roadmap.
• Lead the team to achieve adoption targets, focusing on AI adoption.
• Use data to identify risks, opportunities, and trends; develop plans accordingly.
• Collaborate with Sales, Product, and Professional Services for customer goal alignment.
• Implement best practices for tracking metrics and standardizing processes.
• Partner with CX Operations to reduce CSM toil using AI tools and automation.
• Own a small portfolio of strategic/enterprise accounts with full responsibility.
• Model customer engagement standards and use direct exposure to improve coaching.
• Serve as senior contact for complex or high-priority customer engagements.
• Champion the voice of the customer to drive product improvements.
• Guide CSMs in building multi-threaded relationships and consensus on adoption.

Qualifications

• Bachelor’s degree in Life Sciences, Business, or related field.
• 5+ years in Customer Success, Professional Services, or related SaaS field.
• 2+ years in a management role.
• Strong understanding of Life Sciences R&D and related scientific domains.
• Proven leadership and team development skills.
• Excellent communication across technical and business stakeholders.
• Self-motivated and adaptable in a fast-paced environment.
• Experience with CRM (Salesforce), customer success platforms (Gainsight), data/analytics tools (Mode, Sigma), and AI productivity tools (Claude).
• Ability to travel up to 20%.

How We Work

• Flexible hybrid work arrangement prioritizing in-office collaboration.
• Employees expected on-site Monday, Tuesday, and Thursday.

Diversity & Inclusion

Benchling is an equal opportunity employer committed to diversity and inclusion across all identities and backgrounds.