Leader, Customer Success

About the role

Benchling is seeking a hands‑on Leader, Customer Success to drive adoption and advocacy for its AI‑powered biotech R&D platform. You will work closely with both customers and internal teams to ensure scientific users realize value from the product.

Key responsibilities

• Lead, mentor and grow a team of Customer Success Managers, including hiring as needed.
• Foster a collaborative, customer‑centric culture that delivers measurable outcomes.
• Ensure the team is deeply enabled on Benchling’s platform and scientific domain expertise.
• Coach CSMs on designing Executive Business Reviews that showcase value realization and roadmap alignment.
• Drive key success metrics, adoption programs, and renewal targets.

Required profile

• Strong background in life sciences and enterprise SaaS environments.
• Proven experience leading customer‑facing teams in high‑growth companies.
• Comfortable discussing R&D processes and scientific concepts with pharma and biotech leaders.
• Demonstrated ability to hire, develop, and manage high‑performing teams.

Required skills

• Enterprise SaaS customer success management.
• Understanding of biotech R&D workflows.
• Strategic planning and execution.
• Executive communication and business review delivery.

What we offer

• Opportunity to shape the customer success function of a fast‑growing AI biotech platform.
• Collaborative, AI‑first culture with continuous learning.
• Competitive compensation and equity package.