Skip to content
Customer Success Leader
| Company | Benchling |
|---|
| Location | Boston, MA, USA |
|---|
| Salary | $146400 – $219600 |
|---|
| Type | Full-Time |
|---|
| Degrees | Bachelor’s |
|---|
| Experience Level | Senior |
|---|
Requirements
- Bachelor’s degree in Life Sciences, Business, or a related field.
- 5+ years of experience in Customer Success, Professional Services, or a related field within SaaS.
- Proven ability to lead and develop a high-performing team.
- Excellent communication skills, able to build relationships across technical and business stakeholders at all levels.
- Self-motivated, adaptable, and thrives in a fast-paced, dynamic environment.
- Ability to travel up to 20% based on team and customer needs.
Responsibilities
- Manage, mentor, and grow a team of CSMs, including hiring as needed.
- Foster a collaborative, customer-centric culture that drives measurable outcomes for customers.
- Ensure the team is highly enabled on Benchling’s platform and equipped with the scientific domain expertise needed to support customers effectively.
- Lead the team in achieving adoption and other key KPIs through strategic guidance and operational excellence.
- Use data to identify risks, opportunities, and trends across the customer portfolio, and develop plans to address them.
- Collaborate with cross-functional teams (Sales, Product, Professional Services) to ensure alignment on customer goals.
- Evolve the Customer Success program as we introduce new initiatives and focus the CSM role to rally around adoption.
- Implement best practices for tracking metrics, standardizing processes, and ensuring consistent delivery of value to customers.
- Develop and refine customer success playbooks, health checks, and adoption strategies.
- Be a player-coach: be the CSM on a few key accounts.
- Serve as a senior point of contact for complex or high-priority customer engagements, supporting CSMs in addressing challenging situations.
- Champion the voice of the customer within Benchling, providing feedback to internal teams to drive product improvements and innovation.
Preferred Qualifications
- 2+ years in a management role.
- Experience working with or supporting the Benchling platform.
- Strong understanding of Life Sciences R&D, process development, or related scientific domains.
- Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success.
