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Customer Success Manager - East

Posted on Sep 22, 2021 by Benchling

Boston, MA 02297
IT
Immediate Start
Annual Salary
Full-Time


Our Customer Success Management (CSM) team works alongside our Professional Services, Product, and Sales teams to help customers maximize the value of their Benchling investments. CSMs will work directly with our customers, and develop strategies and tactics to drive adoption, promote usage of new features, recommend best practices, and ensure there is ongoing expansion of Benchling within our customer base. CSMs will know how to identify areas of improvement, and how to work with customers and internal teams to drive progress on customer initiatives.


WHAT YOU WILL WORK ON


Build and maintain productive relationships with key stakeholders at our customer's organizations
Define and implement customer lifecycle touch points, including business reviews, customer sat surveys, reference programs, case studies, and others
Develop programs to drive adoption and retention of Benchling's solutions
Create goals, action plans, playbooks, and key metrics based on each customer's objectives, and review progress on a regular basis with the customer and with CS leadership
Demonstrate and promote the latest features and capabilities Benchling is releasing, ensure customers are utilizing key product features to maximize success
Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn, collaborating with other Benchling teams including Support, Services, Product, and Sales, as required
Align and collaborate with Sales on renewal forecasts and up-sell strategies, with a focus on customer retention
Lead strategic, cross-functional initiatives such as customer journey mapping, voice-of-customer, and product feedback sessions to drive a seamless customer experience and foster a company-wide culture of Customer Success
Partner with Solutions Consulting and Product Marketing to determine how to define, drive, and demonstrate customer ROI


ABOUT YOU


Must have a BS or M.Sc. in Biology, Molecular Biology, Genetics, Biotechnology, Bioengineering or similar Life Science field with 2+ years experience in Life Sciences, ideally in a lab or research setting.
5+ years of Customer Success, Professional Services, or Consulting experience in a SaaS software environment with the ability to forge relationships with users, decision makers, and influential stakeholders
Deep understanding of Life Sciences R&D processes and scientific concepts. Must be able to immediately interface and build trust with Scientists, as well as Director & VP Level Business and IT leaders in top-20 Biotech and Pharma companies.
Strong project management skills and the ability to influence without authority, hands on enterprise implementation experience strongly preferred
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


LEADERSHIP PRINCIPLES


Admit mistakes and shortcomings
Deliver results
Disagree and commit
Obsess over customers
Rely on work ethic
Show empathy
Recruit and develop the best
Sweat the details
Think and communicate clearly
Unite around the mission




Reference: 1330279569

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