CrawlJobs Logo

Leader, Customer Success

benchling.com Logo

Benchling

Location Icon

Location:
United States , Boston, MA ▼

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

146400.00 - 219600.00 USD / Year
Save Job
Save Icon
Apply Position

Job Description:

Benchling is seeking a Customer Success Leader with a background in Life Sciences and enterprise SaaS. This role is an exciting blend of team management and strategic leadership. You’re a hands-on leader who enjoys working closely with their teams and with their customers to drive significant adoption and customer advocacy. You must be able to think and act strategically 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.

Job Responsibility:

  • Lead and Develop the CSM Team
  • 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
  • Drive Key Metrics and Program Success
  • Lead the team in achieving adoption targets through strategic guidance and operational excellence. There will be a particular focus on AI adoption, including awareness, activation, and usage monitoring
  • 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
  • Adapt and Optimize Processes
  • Implement best practices for tracking metrics, standardizing processes, and ensuring consistent delivery of value to customers
  • Partner with CX Operations to identify and eliminate sources of CSM toil, leveraging AI tools, automation, and improved workflows to increase team efficiency and allow CSMs to focus on high-value customer engagement
  • Customer Advocacy and Support
  • 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
  • Guide CSMs in navigating complex customer organizations to build multi-threaded relationships and drive consensus on adoption strategies

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

Nice to have:

  • Experience working with or supporting the Benchling platform
  • Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success
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

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Icon
Benchling - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Leader, Customer Success

Senior Customer Success Leader

The Senior Customer Success Leader will manage a large and diverse set of servic...
Location
Location
United States , Durham
Salary
Salary:
130500.00 - 300000.00 USD / Year
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Typically 12+ years to demonstrate mastery of Service Business Management
  • Established management background of high level individual contributors (people management)
  • Typically first level and advanced level university degree
  • Excellent market knowledge
  • Need broad knowledge competitive market dynamics, business models, business strategies and processes
  • Demonstrate broad knowledge of corporate organization and policies, and cross functional roles and objectives
  • Strong skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams
  • Must have a solid understanding of business management principles, financial expertise and strategic planning methods
  • Recognized as authority in their area of expertise
  • Demonstrated ability to provide thought leadership and drive change across functions
Job Responsibility
Job Responsibility
  • Responsible for the overall business success of a large and diverse set of service products or solutions, technologies, and/or business segments that represents a sizeable portion of the overall business
  • Defines strategic direction and plans for service business, monitors business performance and implements corrections as well as cost reductions and incremental growth actions
  • Manages and monitors performance of product and service business metrics (e.g., attach, penetration, revenue, TCE)
  • delivers recovery or action plans for exception issues
  • Creating and foster a mutually beneficial relationship with Product Business Groups, Alliance partners, Services functional and support teams, and Regional Business Development Manager, Sales, Solution Partners Organization, and delivery functions
  • Leads key initiatives on behalf of functional and senior management
  • Provides thought leadership and program management for initiatives that significantly change the business portfolio, selling motions, competitive advantages, and/or business models
  • Assigns responsibilities, provides direction, leadership, and coaching, removes barriers as needed to enable direct reports to execute their roles and achieve objectives and goals
  • Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding
  • Achieves diversity and other HR goals
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Customer Success Operations Leader

We are looking for a CX Operations Leader to drive process excellence, analytics...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
afi-solutions.com Logo
AFI Solutions GmbH
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven track record at director level or equivalent leading CX operations in a software or SaaS company
  • Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
  • Strong background in process optimisation and cross-functional collaboration at scale
  • Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
  • Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
  • Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
  • International experience in software or SaaS environments preferred
Job Responsibility
Job Responsibility
  • Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
  • Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions
  • Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
  • Drive consistency across departments to support growth and enhance the customer experience
  • Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
  • Provide insights that enable data-driven decisions and accountability
  • Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations
  • Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
  • Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved
What we offer
What we offer
  • Offene, familiäre Unternehmensstruktur mit Flexibilität
  • Modernes Office mit Top-Ausstattung
  • Fulltime
Read More
Arrow Right

Senior Customer Success Onboarding Manager

The Customer Success Onboarding, Sr. Manager is responsible for assessing, desig...
Location
Location
United States , San Francisco
Salary
Salary:
143500.00 - 230500.00 USD / Year
https://www.atlassian.com Logo
Atlassian
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years experience scoping, planning, designing, developing and implementing effective onboarding solutions for customer success or sales, at a technology company
  • Deep understanding of the customer success best practices, sales process, enterprise selling skills and sales methodologies
  • Experience working directly with sales and/or customer success to understand their learning needs and vet content
  • Consultative approach and proven track record of effective collaboration and ability to influence at all levels of an organization
  • Ability to work with ambiguity and achieve goals in a fast-paced and continuously evolving environment
  • Well versed in building skill-based and application oriented learning experiences
  • Agile and engaging facilitator
  • Exceptional written and verbal communication skills
  • Strong program management skills
  • Proactive, self-directed and results-oriented
Job Responsibility
Job Responsibility
  • Engages customer success and business leaders to gather and prioritize competencies, and onboarding requirements, to inform the onboarding strategy
  • Develops comprehensive enablement strategy for onboarding, including role-specific tracks and programs, and secures executive sponsorship across customer success and business leaders
  • Calibrates and aligns divergent requirements as needed and ensures onboarding program aligned to evolving priorities and GTM strategy
  • Engages the target audience to vet and refine onboarding program objectives, components and content
  • Designs learning experiences and collaborates with subject-matter-experts across the business to create the supporting content and exercises
  • Defines the role of customer success management coaching in driving onboarding effectiveness
  • Develops the tools and resources to help customer success management coach their teams
  • Leverages executives for onboarding delivery – from identification, to talking points, to preparation – to elevate the impact of the program
  • Conducts pilots to gather field feedback and refine programs
  • Defines and measures KPIs for program effectiveness, leveraging insights to drive continuous improvement
What we offer
What we offer
  • Health and wellbeing resources
  • Paid volunteer days
  • Bonuses
  • Commissions
  • Equity
  • Fulltime
Read More
Arrow Right

Senior Director, Enterprise Customer Success

As the Regional Vice President, North America Customer Success, you will lead a ...
Location
Location
Canada , Toronto
Salary
Salary:
192000.00 - 264000.00 CAD / Year
https://www.pagerduty.com Logo
PagerDuty
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
  • proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
  • experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
  • understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
  • minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
  • a four year degree or equivalent
  • demonstrated ability to manage customer accounts in conjunction with sales organizations
  • exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter.
Job Responsibility
Job Responsibility
  • Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
  • serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
  • develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
  • uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
  • lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
  • build and sustain a team of high performing leaders who embody our values, establish trusted advisor relationships and focus on making every customer successful
  • key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University
  • drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
  • monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
  • establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects
What we offer
What we offer
  • Competitive salary
  • comprehensive benefits package from day one
  • flexible work arrangements
  • company equity
  • ESPP (Employee Stock Purchase Program)
  • retirement or pension plan
  • generous paid vacation time
  • paid holidays and sick leave
  • Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
  • paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
  • Fulltime
Read More
Arrow Right

Senior Customer Success Manager

At Apollo GraphQL, we’re on a mission to empower developers by simplifying how s...
Location
Location
United Kingdom
Salary
Salary:
Not provided
apollographql.com Logo
Apollo GraphQL
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 7+ years of experience in a technical, customer-facing role, such as Technical Project Manager, Customer Success Manager, Customer Success Engineer, Technical Account Manager, Professional Services Consultant, Service Delivery Manager, or Engagement Manager
  • Proven experience leading customer-facing project management and service delivery engagements
  • Strong ability to coordinate cross-functional teams, set milestones, and ensure execution
  • Skilled in partnering with Sales to drive customer adoption, expansion, and success by aligning service delivery with business goals and identifying growth opportunities
  • Experienced in working with software engineering teams as primary stakeholders, with a strong ability to engage senior engineering leaders and platform teams at large enterprises
  • Strong understanding of cloud-native software development, APIs, and web technologies
  • Experience managing high-value accounts and delivering a white-glove experience
  • Ability to drive measurable results and help customers achieve business outcomes
  • Exceptional interpersonal and communication skills, with the ability to build trust and influence decision-makers
  • Openness to occasional travel based on customer needs
Job Responsibility
Job Responsibility
  • Serve as the primary point of contact for Enterprise customers, orchestrating their entire journey once they become Apollo customers
  • Own product adoption for your accounts, working in close partnership with sales to co-pilot their success
  • Guide customers through a tailored, high-touch journey, helping them achieve meaningful milestones like moving a new team into production or solving governance challenges
  • Oversee service delivery engagements with professional services and solution architects, leading structured project execution, milestone tracking, risk management, and on-time delivery of customer initiatives
  • Regularly engage with customers to address their questions, align on goals, and connect them with the right resources for success
  • Translate technical solutions into tangible business value, showing customers how Apollo can generate revenue and reduce risks
  • Develop and maintain customer success plans, capturing goals, roadmaps, and strategies for long-term success
  • Facilitate cross-functional collaboration, ensuring technical and business leaders are engaged to drive execution and value realization
  • Advocate for customer needs within Apollo, ensuring they are prioritized across teams, while leading both short- and long-term customer engagements
What we offer
What we offer
  • equity
  • benefits
Read More
Arrow Right

Senior Director, Enterprise Customer Success

PagerDuty is a global leader in digital operations management, enabling customer...
Location
Location
United States , Atlanta
Salary
Salary:
180000.00 - 275000.00 USD / Year
https://www.pagerduty.com Logo
PagerDuty
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
  • Take on new challenges and the ability to work through uncertainty
  • Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
  • Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
  • Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
  • Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
  • A four year degree or equivalent
  • Demonstrated ability to manage customer accounts in conjunction with sales organizations
  • Consistently delivering against targets
  • reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve
Job Responsibility
Job Responsibility
  • Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
  • Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
  • Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
  • Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
  • Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations
  • Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
  • Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful
  • Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale
  • Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
  • Forecast renewals by working cross functionally with sales, renewals and operations
What we offer
What we offer
  • Competitive salary
  • Comprehensive benefits package from day one
  • Flexible work arrangements
  • Company equity
  • ESPP (Employee Stock Purchase Program)
  • Retirement or pension plan
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
  • Fulltime
Read More
Arrow Right

Customer Success Manager, High Touch

Intercom CSMs work with thousands of exciting customers from a variety of indust...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
intercom.com Logo
Intercom
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization
  • Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
  • Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
  • Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
  • Ability to understand and communicate complex problems clearly and concisely to different audiences
  • Self-motivating and entrepreneurial team player
  • Experience building lasting relationships with customers and colleagues
  • Experience setting up and using SaaS Communication Products
Job Responsibility
Job Responsibility
  • Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
  • Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary
  • Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
  • Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
  • Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
  • Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
  • Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
  • Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers
What we offer
What we offer
  • Competitive salary and equity in a fast-growing start-up
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Regular compensation reviews - we reward great work!
  • Pension scheme & match up to 4%
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • Cycle-to-Work Scheme
  • MacBooks are our standard, but we also offer Windows for certain roles when needed
  • Fulltime
Read More
Arrow Right

Customer Success Manager, High Touch

Intercom CSMs work with thousands of exciting customers from a variety of indust...
Location
Location
Ireland , Dublin
Salary
Salary:
Not provided
intercom.com Logo
Intercom
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization
  • Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
  • Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
  • Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
  • Ability to understand and communicate complex problems clearly and concisely to different audiences
  • Self-motivating and entrepreneurial team player
  • Experience building lasting relationships with customers and colleagues
  • Experience setting up and using SaaS Communication Products
Job Responsibility
Job Responsibility
  • Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
  • Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary
  • Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
  • Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
  • Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
  • Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
  • Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
  • Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers
What we offer
What we offer
  • Competitive salary and equity in a fast-growing start-up
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Regular compensation reviews - we reward great work!
  • Pension scheme & match up to 4%
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
  • MacBooks are our standard, but we also offer Windows for certain roles when needed
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy