Benchling is looking for a Customer Success Manager to ensure customers achieve maximum value from their Benchling investments. You will be responsible for promoting best practices, maximizing adoption, and aligning deployments with strategic objectives. This involves deep analysis of customer data, building expertise in Benchling and science, and partnering with internal teams to drive customer success.

What You'll Do

Dive deep into customer usage data to uncover patterns, opportunities, and risks.
Create and execute product telemetry programs to boost adoption, value realization, and achieve business objectives.
Become the go-to advisor on the Benchling platform, knowing its features, value drivers, and best practices.
Understand customers’ science, industry trends, and goals to guide them toward key outcomes.
Collaborate with Sales, Product, and Professional Services to craft customer strategies and tackle challenges.
Drive projects like customer journey mapping and voice-of-customer feedback.
Design, test, and launch adoption campaigns to boost customer adoption, value, and retention.
Drive deployment health checks, adoption plans, new feature campaigns, and digital maturity programs.
Over time, carve out a niche in specific Benchling product modules, research verticals, or industry areas to deliver insights.

What We're Looking For

BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar Life Science field, OR 2+ years work experience with Life Sciences or Healthcare companies, ideally in a lab or research setting.
4+ years of Customer Success, Professional Services, or Consulting experience in a SaaS software environment.
Ability to forge relationships with users, decision makers, and influential stakeholders.
Strong analytical skills with experience leveraging data insights to drive decision-making, diagnose customer deployment health, and develop targeted adoption strategies.
Strong project management skills and the ability to influence without authority.
Excellent communication 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 20-30% based on customer needs.

Nice to Have

Experience working with or supporting the Benchling platform.
Understanding of Life Sciences R&D, process development, or manufacturing processes, and scientific concepts.
Demonstrated ability to immediately interface and build trust with practitioners, as well as Director & VP-level Business and IT leaders, in Biotech and Pharma companies.
GxP experience or familiarity with validation activities at a life sciences or biotech company and/or vertical SaaS software company.

Team & Environment

You will work alongside Professional Services, Product, and Sales teams.

Benefits & Compensation

Competitive total rewards package.
Fertility healthcare and family-forming benefits.
Four months of fully paid parental leave.
Home office stipend.
Mental health benefits + wellness stipend.
Learning and development reimbursement.
25 days vacation days + public holidays.
Company-wide Winter holiday shutdown.
Sabbaticals for 5-year and 10-year anniversaries.
Remote perks including travel to hubs.
In-office perks (Zurich Only - In Office).
Commuter benefits (Zurich Only - In Office).

Work Mode

This is a hybrid role located in Zurich, Switzerland.

Benchling is an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law.