Customer Success Leader

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🕒 May 21

🏢🏡 London – Hybrid

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Benchling

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🧬 Biotechnology

🤝 B2B

💰 $100M Series F - Benchling on 2021-11

SaaS • Biotechnology • B2B

Benchling is a cloud-based scientific R&D platform that helps life-science teams digitize labs, plan and record experiments, and automate workflows. It provides electronic lab notebooks (ELN), LIMS-like capabilities, data models for biomolecules, integrations with instruments and software, developer APIs, and AI-powered tools and analytics to accelerate discovery, preclinical, and process development across biotech, biopharma, agritech, and industrial biotech. Benchling also offers services such as implementation, training, and customer success to help organizations scale secure, collaborative R&D.

📋 Description

• 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. • 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. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Flexible hybrid work arrangement that prioritizes in-office collaboration • Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday)