Leader, Customer Success - Global Team - Benchling｜Meet.jobs

ROLE OVERVIEW

Benchling is seeking a Leader of Customer Success with a background in Life Sciences and enterprise SaaS to be based out of our Boston office. As the Leader, Customer Success, you will manage a team of Global Customer Success Managers (CSMs) and have responsibility over a growing portfolio of Benchling’s largest customers.

You’re a hands-on leader who enjoys working closely with their teams and with their customers to drive significant adoption and customer advocacy with a very high bar for quality and attention to details. You must be able to think and act strategically on a global scale as well as get into the details of our customer engagements, and our product. You will develop an understanding of Benchling’s solutions, and demonstrate your experience to guide our teams to establish significant adoption strategies, to focus on customer outcome realization, and to build processes that scale.

To be successful in this role you are comfortable with R&D processes and scientific concepts and you are able to speak confidently while building relationships with Scientific and IT leaders at leading Pharma and Biotech organizations. You have experience leading customer-facing teams in a high growth global enterprise SaaS environment. You are a proven leader who can drive a CS business from hiring to managing and mentoring your team to leading customer governance and renewal negotiations.

RESPONSIBILITIES

• Build, lead and run a high caliber team of CSMs focused on Global Customers.
• Advise the activities of the team through ongoing account management oversight, cross functional partnership development, and ultimately delivering high quality customer value outcomes.
• Refine and build scalable customer engagement best practices and processes, and find opportunities to improve our CS operating model and tools.
• Develop relationships at senior levels in our customer’s organizations that include executive sponsors, key business and IT collaborators, and project team leads.
• Act as the escalation point for customer issues, work with other teams throughout Benchling to develop solutions to problems, drive customer alignment, and be accountable for overall customer success and renewal probabilities.
• Work with Sales and Customer Experience leadership teams on growing and retaining customers.

QUALIFICATIONS

• BA/BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar life science field (preferred).
• Quickly understand complicated technical concepts and how they apply to the Benchling applications.
• Experience working with Life Sciences companies with an understanding of R&D processes and scientific concepts in a GxP setting is highly preferred.
• Experience confidently working with Director, VP and C-Level leaders from day one on the job.
• 7+ years client facing SaaS Customer Success, software implementation, and/or consulting experience, with demonstrated success running a large book of business.
• 3-5 years experience mentoring, leading or building and managing teams of 4-8 CSMs.. Be able to recruit, hire, lead and grow a high-functioning Customer Success team.
• Solid understanding of the ideal customer journey/lifecycle within a diverse range of businesses and a track record of cross-functional leadership.
• Independent, adaptable, and can thrive in a fast-paced startup environment.
• Excellent communication skills in verbal, written and presentation formats.

SALARY RANGE

Benchling takes a market-based approach to pay. The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. For this role the base salary range is:

• ZONE 1: $164,135 - $222,065
• ZONE 2: $147,722 - $199,859
• ZONE 3: $139,515 - $188,755

To help you determine which zone applies to your location, please see this resource. If you have questions regarding a specific location's zone designation, please contact a recruiter for additional information.

Total Compensation includes the following:

• 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 PTO
• Company-wide Summer & Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries

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