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Benchling Logo Benchling · IT - Administration

Customer Experience Operations Manager

United States, San Francisco, CA, Boston, MA 129500.00 - 155400.00 USD / Year · Job Posted February 21, 2026
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Job Description

As the CX Operations Manager at Benchling, you'll report to the Leader of CX Operations, collaborating with our Professional Services, Support, Account Management, Optimization Services, & Customer Success leaders and teams. Your role is pivotal in enhancing the efficiency and efficacy of our customer experience processes, systems, and tools. Operating at both strategic and hands-on levels, you'll spearhead initiatives spanning pre-sales scoping, implementation, post-live support, customer success, and renewal phases.

Job Responsibility

  • Maintain and evolve CX dashboards and metrics visibility
  • Manage and optimize CX tools
  • Drive AI-powered automation initiatives
  • Drive cross-functional improvements
  • Be the first-line connector for complex CX questions
  • Keep CX updated on key initiatives

Requirements

  • 5+ years in high-growth SaaS Customer Experience/Operations with direct experience in Customer Success, Professional Services, Support, or Renewals
  • Systems and tools expertise: Hands-on experience with tools like CRMs (Salesforce), CS platforms (Gainsight, ChurnZero, Totango), PSA tools (Certinia, FinancialForce), or ticketing systems (Zendesk, Intercom, Freshdesk)
  • Data and reporting: Expert with Mode, Sigma, or similar BI tools. Strong SQL skills
  • AI fluency: Highly proficient with AI tools like Claude to rapidly prototype solutions and automate workflows
  • Cross-functional execution: You deliver complex projects across multiple teams, scope requirements clearly, and drive alignment without direct authority
  • Technical fluency: You understand system integrations and work productively with Engineering and Business Technology teams
  • Scalability mindset: You build processes that work at 2x scale while staying pragmatic about today's needs

Nice to have

  • Familiarity with Benchling's product
  • Previous experience as an Implementation Consultant, CSM, Account Manager/Renewals, or startup founder
  • Biotech, life sciences, or regulated industry experience
  • Revenue Operations or Sales Operations background

What we offer

  • 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 and flexible vacation
  • Company-wide Winter holiday shutdown
  • Sabbaticals for 5-year and 10-year anniversaries
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