Customer Success Manager - Mid Market

Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology.

Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market. 

Come help us bring modern software to modern science.

ROLE OVERVIEW

Benchling believes in putting our customers at the center of everything we do. We strive to provide an outstanding experience for our customers and our users from the first touchpoint, through our implementations, and once they are live. We take pride in our world-class renewal rates, and Customer Success is a crucial part of this equation. To keep up with our rapidly expanding growth, we are building a team of top-tier Customer Success Managers with experience in Life Sciences, who can help grow the organization, develop our processes, and drive execution.

Our Customer Success Management (CSM) team works alongside our Professional Services, Product, and Sales teams to help customers improve the value of their Benchling investments. CSMs will work directly with our customers, and develop strategies and tactics to drive adoption, promote usage of new features, drive product strategy, recommend best practices, and ensure there is ongoing expansion of Benchling within our customer base. CSMs will know how to identify areas of improvement, and how to work with customers and internal teams to drive progress on customer initiatives and ultimately their success.

RESPONSIBILITIES

• Build positive relationships with key stakeholders at our customer’s organizations relatively quickly and maintain these relationships with intermittent touchpoints
• Create goals, action plans, playbooks, and important metrics based on common customer’s objectives, and review progress on a regular basis with the customer and with CS leadership
• Identify client challenges and risk areas, develop solutions, and review standard processes proactively to avoid churn, collaborating with other Benchling teams including Support, Services, Product, and Sales, as required
• Align and collaborate with Sales on renewal forecasts and up-sell strategies, with a focus on customer retention
• Lead strategic, cross-functional initiatives such as customer journey mapping, voice-of-customer, and product feedback sessions to drive a magnificent customer experience and champion a company-wide culture of Customer Success
• Keep curious about the best way to work, so we can continually improve and serve our customer’s needs as effectively as possible, demonstrating an analytical demeanor to identify what data to use to best understand our customers and how we can better help them
• Keep up to date on product knowledge (including new feature releases and use cases) and industry trends for our customers

QUALIFICATIONS

• BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar Life Science field with 1+ years experience in Life Sciences, ideally in a lab or research setting
• 3+ years of Customer Success, Professional Services, or Consulting experience in a SaaS software environment.
• Deep understanding of Life Sciences R&D processes and scientific concepts. Proven track record to immediately interface and build trust with Scientists, as well as Director & VP Level Business and IT leaders.
• Strong project management skills and the ability to influence without authority
• Hands on software implementation experience strongly preferred
• Excellent interpersonal 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 up to 20% based on customer needs

SALARY RANGE

Benchling takes a market-based approach to pay.  The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. For this role the base salary range is $110,330 - $149,270. 

Total Compensation includes the following:

• Competitive salary and equity
• 100% premiums covered for health, dental, and vision for employees
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits
• Home office stipend
• Mental health benefits + Wellness stipend
• Learning and development stipe