Benchling · 10 hours ago
Leader, Customer Success
San Francisco, CA
Full-time
Hybrid
Senior Level
$146K/yr - $220K/yr
5+ years expBenchling is a company focused on unlocking the power of biotechnology through its R&D Cloud, which is utilized by innovative biotech companies. They are seeking a Customer Success Leader who will manage a team, drive adoption strategies, and build customer relationships in the Life Sciences sector.
BiotechnologyLife ScienceSoftware
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
Coach CSMs on designing and delivering Executive Business Reviews that showcase value realization, customer maturity, and Benchling's strategic roadmap
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
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
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
Qualification
Required
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
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
Genetic Engineering News
2026-01-16
FinSMEs
2026-01-14
2026-01-14
Company data provided by crunchbase