Leader, Customer Success

Benchling, an AI platform for biotech R&D used by over 200,000 scientists, seeks a Leader, Customer Success in Zürich. The role combines team management with strategic leadership in a hybrid, full-time position, focusing on customer adoption, value realization, and AI integration.

Benchling is rebuilding biotech for the AI era by integrating clean, structured scientific data and AI into scientific workflows. As a Leader, Customer Success, you will lead a team of Customer Success Managers in a high-growth SaaS environment, balancing strategic oversight with hands-on engagement to drive customer outcomes and platform adoption.

Responsibilities

• Lead, mentor, and expand a team of Customer Success Managers, including overseeing hiring needs.
• Promote a culture focused on collaboration and customer outcomes, ensuring the team delivers measurable value.
• Ensure the team is well-trained on Benchling’s platform and has strong scientific domain knowledge.
• Coach CSMs in creating and delivering Executive Business Reviews that highlight value, customer progress, and product strategy.
• Drive adoption targets, especially for AI features, by monitoring awareness, activation, and usage.
• Analyze customer data to spot risks, opportunities, and trends, then create action plans to address them.
• Work with Sales, Product, and Professional Services teams to align on customer goals and outcomes.
• Establish standardized processes and metrics to ensure consistent value delivery to customers.
• Collaborate with CX Operations to reduce CSM workload through AI, automation, and workflow improvements.
• Directly manage a small group of strategic or enterprise accounts as the primary CSM, focusing on adoption, value, and renewal.
• Engage directly with customers to maintain alignment with team standards and stay grounded in real-world challenges.
• Use customer insights to improve coaching, identify systemic issues, and feed feedback into Product, Sales, and PS teams.
• Support CSMs during complex or high-priority customer interactions as a senior point of contact.
• Advocate for customer needs within Benchling, influencing product development and innovation.
• Help CSMs build relationships across complex customer organizations to drive consensus on adoption strategies.

Requirements

• Bachelor’s degree in Life Sciences, Business, or a related field.
• Five or more years of experience in Customer Success, Professional Services, or a similar SaaS role.
• At least two years in a management position.
• Solid understanding of Life Sciences R&D, process development, or related scientific areas.
• Proven track record of leading and developing high-performing teams.
• Strong communication skills with the ability to engage technical and business stakeholders at all levels.
• Self-driven, adaptable, and comfortable in a fast-paced, evolving environment.
• Experience using modern customer success tools, including CRM (e.g., Salesforce), success platforms (e.g., Gainsight), analytics tools (e.g., Mode, Sigma), and AI productivity tools (e.g., Claude).
• Willingness to travel up to 20% based on team and customer requirements.

Nice to have

• Prior experience with or supporting the Benchling platform.
• Track record of guiding teams through complex customer relationships and achieving measurable success.

What the company offers

• A flexible hybrid work model that emphasizes in-office collaboration.

About the company

Benchling is committed to integrating AI into daily operations and supports new hires in adopting AI tools. The company values diversity and believes inclusive teams lead to stronger outcomes.

• Integration of AI into daily work processes.
• Support for new hires in adopting AI tools.
• Commitment to diversity and inclusion to enrich team dynamics.