Original listing text, shown exactly as published by the company.
RESPONSIBILITIES Lead and Develop the CSM Team
- 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.
- Coach CSMs on designing and delivering Executive Business Reviews that showcase value realization, customer maturity, and Benchling's strategic roadmap
Drive Key Metrics and Program Success
- Lead the team in achieving adoption targets through strategic guidance and operational excellence. There will be a particular focus on AI adoption, including awareness, activation, and usage monitoring.
- 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.
Adapt and Optimize Processes
- Implement best practices for tracking metrics, standardizing processes, and ensuring consistent delivery of value to customers.
- Partner with CX Operations to identify and eliminate sources of CSM toil, leveraging AI tools, automation, and improved workflows to increase team efficiency and allow CSMs to focus on high-value customer engagement.
Carry a Strategic Book of Business
- Directly owns a small portfolio of strategic/enterprise accounts as the named CSM, with full responsibility for adoption, value realization, and renewal influence.
- Model the customer engagement standard expected of the team (EBRs, multi-threading, adoption planning) using these accounts to stay close to the realities of the role and the product.
- Use direct customer exposure to sharpen coaching, identify systemic gaps, and feed credible voice-of-customer back into Product, PS, and Sales.
Customer Advocacy and Support
- 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.
- Guide CSMs in navigating complex customer organizations to build multi-threaded relationships and drive consensus on adoption strategies.
QUALIFICATIONS 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.
- 2+ years in a management role.
- Strong understanding of Life Sciences R&D, process development, or related scientific domains
- 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.
- Experience leveraging a modern CS tech stack, including CRM (e.g., Salesforce), customer success platforms (e.g., Gainsight), data/analytics tools (e.g., Mode, Sigma), and AI-assisted productivity tools (e.g., Claude).
- Ability to travel up to 20% based on team and customer needs.
Preferred
- Experience working with or supporting the Benchling platform.
- Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success.
