Benchling · 3 weeks ago
Customer Experience Operations Manager
Boston, MA
Full-time
Hybrid
Mid, Senior Level
$130K/yr - $155K/yr
5+ years expBenchling is a biotechnology company focused on unlocking the power of biotechnology through its R&D Cloud. The CX Operations Manager will enhance customer experience processes by collaborating with various teams and driving initiatives across pre-sales, implementation, and customer success phases.
BiotechnologyLife ScienceSoftware
Responsibilities
Maintain and evolve CX dashboards and metrics visibility: Build and improve dashboards using Mode, Sigma, and other tools that help track team and customer outcomes. Own the production of accurate, timely data for executive reviews and decision-making
Manage and optimize CX tools: Administer, maintain, and improve workflows, automations, data integrity, and vendor relationships across our CX tooling stack (Salesforce, Zendesk, Certinia, Gainsight). Advocate for CX needs across the organization, including working with external vendors and internal Business Technology teams to prioritize CX requirements alongside other departmental initiatives
Drive AI-powered automation initiatives: Identify high-impact opportunities to automate manual CX workflows using AI tools like Claude, chatbots, and workflow automation. Partner with Engineering and Business Technology teams to scope, prioritize, and implement solutions that integrate with our existing CX stack (Zendesk, Gainsight, Salesforce). Define success metrics and measure impact on deflection rates, resolution time, cost savings, and team productivity
Drive cross-functional improvements: Serve as a cross-departmental problem solver. Understand the context of asks from Product, Sales, and other teams, and generate data to support CX in making informed decisions
Be the first-line connector for complex CX questions: Monitor channels like CX-discuss to identify common or complex CX questions. Answer when possible, route to the right team when not, and track recurring issues to drive systematic improvements
Keep CX updated on key initiatives: Ensure CX teams stay informed about product launches and strategic updates across the company. Create and distribute monthly newsletters highlighting key projects and developments
Qualification
Required
5+ years in high-growth SaaS Customer Experience/Operations with direct experience in Customer Success, Professional Services, Support, or Renewals
Hands-on experience with tools like CRMs (Salesforce), CS platforms (Gainsight, ChurnZero, Totango), PSA tools (Certinia, FinancialForce), or ticketing systems (Zendesk, Intercom, Freshdesk)
Expert with Mode, Sigma, or similar BI tools
Strong SQL skills
Highly proficient with AI tools like Claude to rapidly prototype solutions and automate workflows
Strong communication skills with technical and business stakeholders
Understand system integrations and work productively with Engineering and Business Technology teams
Build processes that work at 2x scale while staying pragmatic about today's needs
Preferred
Familiarity with Benchling's product
Previous experience as an Implementation Consultant, CSM, Account Manager/Renewals, or startup founder
Biotech, life sciences, or regulated industry experience
Revenue Operations or Sales Operations background
Benefits
Competitive salary and equity
Broad range of medical, dental, and vision plans for employees and their dependents
Fertility healthcare and family-forming benefits
Four months of fully paid parental leave
401(k) + Employer Match
Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
Mental health benefits, including therapy and coaching, for employees and their dependents
Monthly Wellness stipend
Learning and development stipend
Generous and flexible vacation
Company-wide Winter holiday shutdown
Sabbaticals for 5-year and 10-year anniversaries
Company
Benchling
Benchling is an IT company that provides a cloud-based software platform for biology researchers and research and development organizations.
501-1000 employees
H1B Sponsorship
Benchling has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (19)
2024 (24)
2023 (11)
2022 (18)
2021 (10)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$411.9MKey Investors
Sequoia Capital Global EquitiesAlkeon CapitalMenlo Ventures
2021-11-17Series F· $100M
2021-04-14Series E· $200M
2020-05-28Series D· $50M
Leadership Team
Sam Wickramasekara
Founder & CEO
Ashutosh Singhal
Co-Founder and President
Recent News
2025-12-08
2025-11-19
Company data provided by crunchbase